Supervisor, Member Experience

Location: Orange, California US

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Job Number: 3929

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)

  • Possess the knowledge in procedures, protocols, benefits, services, systems, and any other necessary information to resolve member issues and inquiries
  • Serve as a “subject matter expert” in the health care experience that our members navigate daily for the applicable markets or products in scope
  • Responsible for oversight of team, including subject matter expertise in applicable markets or products in scope
  • Monitors and supervises agent performance and behaviors
  • Devise ways to optimize procedures and keep staff motivated
  • Oversees distribution of daily assignments, and ensures agent productivity and queue performance
  • Supports quality assurance: live call monitoring, drop-ins, call trends
  • Completes monthly performance reports and 1:1 meetings with agents
  • Drafts recommended performance coaching: Performance Improvement Plans, Written Warnings, etc.
  • Delivers performance coaching with Manager sign off and approval
  • Responds 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 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) required.
    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:
  4. Excellent leadership skills
  5. Excellent communication (oral & written) skills.
  6. Strong organizational skills.
  7. Work Environment:
    1. 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.
  8. 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.

  1. 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.
  2. The employee is frequently required to walk; stand; reach with hands and arms.
  3. The employee is occasionally required to climb or balance and stoop, kneel, crouch, or crawl.
  4. The employee must occasionally lift and/or move up to 20 pounds.
  5. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

 

City: Orange

State: California

Location City: Orange

Location State: California

Community / Marketing Title: Supervisor, Member Experience

Company Profile:

Alignment Health 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 Health 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.

EEO Employer Verbiage:

Alignment requires all new hires to follow local and/or state requirements regarding the COVID-19 vaccine and booster.  If applicable, proof of vaccination and booster will be required as a condition of employment subject to legal exemptions.  This policy, which Alignment reserves the right to modify, is part of Alignment’s ongoing efforts to ensure the safety and well-being of its staff and community and to support public health efforts.

Alignment Healthcare, LLC is proud to practice Equal Employment Opportunity and Affirmative Action. We are looking for diversity in qualified candidates for employment: Minority/Female/Disable/Protected Veteran.

If you require any reasonable accommodation under the Americans with Disabilities Act (ADA) in completing the online application, interviewing, completing any pre-employment testing or otherwise participating in the employee selection process, please contact [email protected].

*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].