Program Manager, Member Experience

Job Number: 4504

Workplace Type: Fully Remote

Position Title: Program Manager, Member Experience

External Description:

Consumer Experience Program Manager

Position Summary:
Alignment Healthcare is seeking a full-time Consumer Experience Account Manager to join its Member Experience Team.  Located in Orange, CA, the Consumer Experience Program Manager is focused on managing the day-to-day responsibilities of the outsourced call center operations account. Partners with Manager to establish appropriate processes 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:

• Monitors goals and works closely with vendor managers to drive performance and to ensure member satisfaction metrics are met or exceeded.  
• Analyze CRM reports to determine performance gaps; manage or implement action plans to improve.
• Analyze QA performance reports to determine agent productivity and call performance metrics are met; identifies and tracks agent training opportunities and communicates action plan to remediate.
• Provides support to staff by answering questions and ensuring the delivery of superior customer service by providing timely and accurate resolution to process inquiries.
• Communicates Member Experience call performance workflow updates to the vendor as appropriate.
• Facilitates user end access necessary to AHC systems and manages ongoing user account system access.
• Escalates technical issues reported by vendor.
• Monitor and control work by measuring progress and correcting course when activities go beyond scope or are not meeting goals and objectives.
• Travel as required
• Other Duties as Assigned

 

Minimum Requirements:

1. Bachelor’s degree in business or related field, preferred.
2. 1+ Years of healthcare, call center, or consulting experience
3. Basic understanding of project management
4. Proficient in Microsoft Excel, Microsoft PowerPoint. Ability to perform data analysis/research and summarize key findings in presentation.
5. Demonstrated track record of generating results, translating knowledge to cross-functional departments, and having an impact on organizations
6. Positive team player, Structured and detail-oriented thinker
7. Proven problem solving skills and ability to translate knowledge to the department.

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-US

State: California

Location City: Remote-US

Location State: California

Community / Marketing Title: Program Manager, 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].