Manager, Member Experience Program

Job Number: 2983

Workplace Type:

Position Title: Manager, Member Experience Program

External Description:

Manager, Member Experience Program

Position Summary:
Alignment Healthcare is seeking a full-time Manager for the Member Experience Program to join its Member Experience Team. Located in Orange, CA, the Manager is focused on managing the day-to-day responsibilities of the outsourced call center operations account. Ensures appropriate processes are established and monitors daily performances as it pertains to the production, quality, and service to ensure that company goals and departmental metrics are met.

 

General Duties/Responsibilities:

• Responsible for defining and monitoring performance goals and productivity standards specific to the systems that must be in place to serve the health plan’s enrolled population.
• Ensures service levels metrics are met and that outsourced call center vendor is optimizing agent resources to meet call arrival patterns for each scheduled interval.
• Responsible for communication of intraday performance trends, barriers and risks impacting the outsource call center’s ability to meet the service level goals.
• Monitors that the staff assigned possess the skills and training necessary to effectively communicate with the plan’s membership.
• Contact center vendor account management, including: Interfacing with vendor account team and leaders on a regular basis, budgeting and invoice processing, assisting with forecasting, supporting user access management, and addressing roadblocks/issues.
• Collaborates with internal Alignment Quality Assurance Team on all vendor call monitoring activities.
• Reviews QA performance reports to determine agent productivity and call performance metrics are met; identifies agent training opportunities and communicates action plan to remediate.

• Ability to perform data analysis/research and summarize key findings in presentation.

• Assists with creating department policies and procedures to support workflow processes.
• Meets contact center financial objectives by tracking and estimating expenses and forecasting expenditures (i.e., capacity planning, etc.,).
• Prepares key performance metrics reports, dashboards as requested.

• Guide, mentor and coach direct reports for professional behaviors and to deepen their technical skill set (i.e., CRM, Telecom system, etc.,).

• Must be able to travel as required, including international travel to vendor sites
• Other Duties as Assigned

Supervisory Responsibilities

Responsible for the oversight of the day to day operations of the outsourced call center performance and assigned direct reports. Carries out managerial responsibilities in accordance with organization policies and applicable laws.  Responsibilities include training of employees; planning, assigning and directing work; assisting in the rewarding and disciplining of assigned employees; addressing complaints and resolving problems as they pertain to the department.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Minimum Experience:
   1. Three to five years minimum Call Center Management experience.
2. Education/Licensure:
   1. Bachelor’s degree in business or related field, preferred.
3. Other:

1. 1. Knowledge of Managed Care Plans preferred.
   2. Three to five years customer service experience required.
   3. One to two years vendor/account management experience preferred
   4. Previous Supervisory experience required; or similar supervisory capacity.
   5. Previous Workforce Management experience preferred.
   6. Language Skills:  Ability to read and interpret documents such as safety rules, operating and maintenance instructions and procedure manuals.  Ability to write routine reports and correspondence.  Ability to speak effectively before groups of customers or employees of the organization.
   7. Mathematical Skills:  Ability to add and subtract two-digit numbers and to multiply and divide with 10’s and 100’s.  Ability to perform these operations using units of American money and weight measurement, volume, and distance.
   8. Reasoning Skills:  Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions.  Ability to deal with problems involving a few concrete variables in standardized situations.

1. Computer Skills: Strong proficiency with MS Office Suite (MS Word, Excel and PowerPoint.
2. Other Skills and Abilities:
   1. Excellent written and verbal communication skills, including the ability to communicate analytics and analytical insights to a non-technical audience
   2. Excellent planning, organization, and problem-solving skills with the ability to successfully handle multiple concurrent priorities simultaneously; attention to detail with emphasis on accuracy; ability to thrive in dynamic, fast paced environment

Preferred Requirements:

1. Call center experience required

Essential Physical Functions:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. While performing the duties of this job, the employee is regularly required to talk or hear. The employee regularly is required to stand, walk, sit, use hand to finger, handle or feel objects, tools, or controls; and reach with hands and arms.
2. The employee frequently lifts and/or moves up to 10 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.

City: Remote - CA

State: California

Location City: Remote - CA

Location State: California

Community / Marketing Title: Manager, Member Experience Program

Company Profile:

By leveraging our world-class technology platform, innovative care delivery models, deep physician partnerships and our serving heart culture, Alignment Health is revolutionizing health care for seniors! From member experience professionals and clinicians, to data scientists and operations leaders, we have built a talented and passionate team that is deeply committed to our mission of transforming health care for the seniors we serve. Ready to join us?

At Alignment, delivering exceptional care to seniors starts with ensuring an exceptional experience for our over 1,300 employees. At the center of our employee experience is a culture where employees at all levels and across all teams are encouraged to share their unique ideas and perspectives. After all, when you can bring your authentic self to work, whether that’s in a clinical setting, our corporate office or a home office, creativity and innovation flourish! Another important part of the Alignment culture is a belief in continuous learning and growth. As a result, in this fast-growing company, you will find ample support to grow your skills and your career – with us.

EEO Employer Verbiage:

 

Please note: All clinical positions are contingent upon successful engagement with Alignment Health’s COVID-19 Vaccination program (fully vaccinated with documented proof or approved exception/deferral).

Alignment Health is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, age, protected veteran status, gender identity, or sexual orientation.

*DISCLAIMER: Please beware of recruitment phishing scams affecting Alignment Health and other employers where individuals receive fraudulent employment-related offers in exchange for money or other sensitive personal information. Please be advised that Alignment Health and its subsidiaries will never ask you for a credit card, send you a check, or ask you for any type of payment as part of consideration for employment with our company. If you feel that you have been the victim of a scam such as this, please report the incident to the Federal Trade Commission at https://reportfraud.ftc.gov/#/. If you would like to verify the legitimacy of an email sent by or on behalf of Alignment Health’s talent acquisition team, please email [email protected].