Supervisor, Member Experience

Location: Orange, California US

Notice

This position is no longer open.

Job Number: 3038

Workplace Type:

Position Title: Supervisor, Member Experience

External Description:

Supervisor, Member Experience

Alignment Healthcare was founded with a mission to revolutionize health care with a serving heart culture. Through its unique integrated care delivery models, deep physician partnerships and use of proprietary technologies, Alignment is committed to transforming health care one person at a time.

By becoming a part of the Alignment Healthcare team, you will provide members with the quality of care they truly need and deserve. We believe that great work comes from people who are inspired to be their best. We have built a team of talented and experienced people who are passionate about transforming the lives of the seniors we serve. In this fast-growing company, you will find ample room for growth and innovation alongside the Alignment community.

Position Summary:

The Supervisor, Member Experience assists the Member Experience Associates and Member Experience Lead in obtaining proper plan information for our members, internal staff, and providers. The Supervisor assists in ensuring team members possess the skills and training necessary to meet goal marks established.

 An excellent call center supervisor must have customer service and supervisory experience. The ideal candidate must possess great communication skills and be able to lead and motivate. You will be organized and reliable as well as results oriented. The goal is to drive excellent performance from your team that will bring sustainable business growth.

General Duties and Responsibilities:

(May include but are not limited to)

  1. Possess the knowledge in procedures, protocols, benefits, services, systems, and any other necessary information to resolve member issues and inquiries
  2. Serve as a “subject matter expert” in the health care experience that our members navigate daily for the applicable markets or products in scope
  3. Responsible for oversight of team, including subject matter expertise in applicable markets or products in scope
  4. Monitors and supervises agent performance and behaviors
  5. Devise ways to optimize procedures and keep staff motivated
  6. Oversees distribution of daily assignments, and ensures agent productivity and queue performance
  7. Supports quality assurance: live call monitoring, drop-ins, call trends
  8. Completes monthly performance reports and 1:1 meetings with agents
  9. Drafts recommended performance coaching: Performance Improvement Plans, Written Warnings, etc.
  10. Delivers performance coaching with Manager sign off and approval
  11. Responds to requests for Supervisor Escalations by phone and CRM
  12. Submit official annual performance evaluation on direct reports for approval and sign off by Manager
  13. Track time through timecard corrections and approvals; monitor schedule adherence and work with management to ensure agent schedules meet capacity and needs of the business
  14. Conduct interviews as assigned by Manager; oversee the onboarding and training process of new hires
  15. Prepare performance reports as requested by management
  16. Maintain confidentiality and upholds standards for privacy, data integrity and security
  17. Participate and act in the best interest of Alignment Healthcare USA; represents the company’s mission and values
  18. Other duties as assigned

Supervisory Responsibilities:

Directly oversees associate and lead level staff. Carries out supervisory responsibilities in accordance with organization policies and applicable laws.  Responsibilities include training of employees; planning, assigning and monitoring work; assisting in the rewarding and disciplining of assigned employees; addressing complaints and resolving problems as they pertain to all units as necessary.

Minimum Requirements:

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 of Supervisor, Lead, related experience and/or training; or equivalent combination of education and experience.
  2. Education/Licensure:
    1. High school diploma or general education degree (GED)
  3. Other: 
    1. Knowledge of Medicare Managed Care / Medicare Advantage Prescription Drug Plans required
    2. Three to five years customer service experience required
    3. Bi-lingual (English/Spanish) highly preferred
    4. 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.
    5. 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.
    6. 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.
    7. Computer Skills:  Intermediate knowledge of MS Office
    8. Other Skills and Abilities:
  1. Excellent leadership skills
  2. Excellent communication (oral & written) skills
  3. Strong organizational skills.

City: Orange

State: California

Location City: Orange

Location State: California

Community / Marketing Title: Supervisor, Member Experience

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].