Job Description

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)

• Possess knowledge in procedures, protocols, benefits, services, systems, and any other necessary information to resolve member issues and inquiries
• Serve as a \xe2\x80\x9csubject matter expert\xe2\x80\x9d in the health care experience that our members navigate daily for the applicable markets or products in scope
• Oversee team and provide subject matter expertise in applicable markets or products in scope
• Monitor and supervise agent performance and behaviors
• Optimize procedures and keep staff motivated
• Oversee distribution of daily assignments, and ensures agent productivity and queue performance
• Support quality assurance: live call monitoring, drop-ins, call trends
• Complete monthly performance reports and 1:1 meetings with agents
• Draft recommended performance coaching: Performance Improvement Plans, Written Warnings, etc.
• Deliver performance coaching with Manager sign off and approval
• Respond to requests for Supervisor Escalations by phone and CRM
• Submit official annual performance evaluation on direct reports for approval and sign off by Manager
• 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
• Conduct interviews as assigned by Manager; oversee the onboarding and training process of new hires
• Prepare performance reports as requested by management
• Maintain confidentiality and upholds standards for privacy, data integrity and security
• Participate and act in the best interest of Alignment Healthcare USA; represents the company\'s mission and values
• Other duties as assigned

Supervisory Responsibilities:

• Directly oversee associate and lead level staff.
• Carry out supervisory responsibilities in accordance with organization policies and applicable laws.
• Train employees
• Plan, assign, and monitor work
• Assist in the rewarding and disciplining of assigned employees
• Address complaints and resolve 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. * Minimum Experience:

• Minimum 3 years\' supervisor, lead, related experience and / or training; or equivalent combination of education and experience.
• Education/Licensure:
• High school diploma or general education degree (GED)
• Other:
• Knowledge of Medicare Managed Care / Medicare Advantage Prescription Drug Plans required
• Minimum (3) three years\' customer service experience required
• Bi-lingual (English/Spanish) highly preferred
• Language Skills: Able to read and interpret documents such as safety rules, operating and maintenance instructions and procedure manuals. Able to write routine reports and correspondence. Able to speak effectively before groups of customers or employees of the organization.
• Mathematical Skills: Able to add and subtract two-digit numbers and to multiply and divide with 10\'s and 100\'s. Able to perform these operations using units of American money and weight measurement, volume, and distance.
• Reasoning Skills: Able to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Able to deal with problems involving a few concrete variables in standardized situations.
• Computer Skills: Intermediate knowledge of MS Office
• Other Skills and Abilities:
• Excellent leadership skills
• Excellent communication (verbal and written) skills.
• Strong organizational skills.

Work Environment: * The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• The noise level in the work environment is usually moderate.

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. * While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear.

• The employee is frequently required to walk; stand; reach with hands and arms.
• The employee is occasionally required to climb or balance and stoop, kneel, crouch, or crawl.
• The employee must occasionally lift and/or move up to 20 pounds.
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

City: Remote-US

State: California

Location City: Remote-US

Location State: California

Community / Marketing Title: Supervisor, Member Experience REMOTE

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 . 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 .

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CORPORATE OFFICE 1100 W Town and Country Rd.
Suite 1600
Orange, CA 92868

Tel. 1-844-310-2247

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