[Hiring] Healthcare Call Center Supervisor @Alignment Health

Role Description

The Supervisor, Member Experience is dedicated to helping our members navigate their healthcare by collaborating with our inbound call center and directly overseeing the teams that conduct proactive member outreach. Leads and motivates teams that can anticipate the customer need to “surprise and delight,” and will be held accountable to results in service level, member retention and satisfaction, and measures of member engagement.

• Serves 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.
• Devises 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.
• Tracks time through timecard corrections and approvals; monitor schedule adherence and work with management to ensure agent schedules meet capacity and needs of the business.
• Conducts interviews as assigned by Manager; oversee the onboarding and training process of new hires.
• Prepares performance reports as requested by management.
• Maintains confidentiality and upholds standards for privacy, data integrity and security.

Qualifications

• Required: Minimum 3 years customer service experience in the insurance or healthcare industry.
• 2+ years lead or supervisory experience.
• Strongly Preferred: Bilingual (Vietnamese, Korean, Mandarin, or Cantonese) strongly preferred.
• Located in Nevada.
• Required: High School Diploma or GED.
• Preferred: College education.

Requirements

• Knowledge of Medicare Managed Care / Medicare Advantage Prescription Drug Plans required.
• Possess the knowledge in procedures, protocols, benefits, services, systems, and any other necessary information to resolve member issues and inquiries.
• Ability to communicate positively, professionally and effectively with others; provide leadership, teach and collaborate with others.
• Effective written and oral communication skills; ability to establish and maintain a constructive relationship with diverse members, management, employees and vendors.
• 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.
• 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.
• 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.
• Computer Skills: Intermediate knowledge of MS Office.

Benefits

• Pay Range: $58,531.00 - $87,797.00.
• Pay range may be based on a number of factors including market location, education, responsibilities, experience, etc.