[Hiring] Scheduling Specialist Supervisor @Alignment Health

Role Description

The remote Supervisor, Customer Experience Outreach- JSA is a hands-on, performance-driven leader responsible for directly managing a team of Specialists within the outbound contact center environment. This role is accountable for daily execution of outreach operations focused on scheduling Jump Start Assessment (JSA) clinical appointments and ensuring optimal utilization of available appointment capacity.

The Supervisor partners closely with the Manager, Customer Experience Outreach JSA to drive achievement of the core objective to fill and to ensure attendance at 95% of available JSA appointment slots through effective outbound engagement, real-time performance management, and compassionate member interactions. This leader models an ownership mindset and fosters a culture centered on accountability, caring connections, productivity, and service excellence.

Duties/Responsibilities

• Daily Operational Leadership
  • Directly supervise Specialists in a high-volume outbound contact center environment
  • Drive daily production to meet appointment scheduling targets and fill rate expectations ensuring members attend appointments
  • Execute outbound call strategies designed to maximize appointment acceptance, attendance and minimize friction
  • Monitor real-time performance including call volume, conversion rates, schedule adherence, and productivity metrics
  • Ensure timely and accurate daily updates to appointment inventory within the AVA On Demand scheduling system
  • Coordinate closely with the Manager to align outreach efforts with available clinical capacity
• Performance Management & Coaching
  • Provide ongoing coaching and development to Specialists to improve scheduling conversion, quality, and member engagement
  • Conduct call listening sessions, coaching, and performance reviews
  • Address performance gaps through structured documented coaching plans, documentation, and corrective action as needed as well as recognize strong performance
  • Monitor attendance, schedule adherence, and timecard compliance
  • Support hiring, onboarding and training of new hires, ensuring strong foundational knowledge of outreach processes
  • Reinforce compliance standards and quality expectations in all member interactions
• Member Experience & Quality Assurance
  • Ensure outbound conversations reflect empathy, clarity, and education regarding the value of the Jump Start Assessment
  • Maintain knowledge of processes, member benefits, scheduling protocols, and compliance requirements
  • Monitor quality assurance results and implement corrective action plans as needed
  • Respond to and resolve member escalations related to scheduling or outreach experience identifying root causes and executing on corrective action
  • Reinforce a service culture that balances productivity with meaningful member engagement
• Workforce & Capacity Management
  • Support daily workforce adherence by aligning staffing levels to appointment inventory and campaign volume
  • Monitor queue performance and in coordination with Workforce management redistribute workload as needed to optimize efficiency
  • Communicate real-time inventory gaps, production risks, or scheduling barriers to the Manager JSA Outreach
  • Assist Workforce Management in forecasting trends related to appointment fill rates and outreach effectiveness in coordination with Care Anywhere JSA Clinical
• Reporting & Communication
  • Provide daily and weekly performance updates to the Manager, Customer Experience Outreach JSA
  • Track and analyze individual and team metrics including fill rates, conversion performance, appointment attendance, productivity, quality scores, and adherence
  • Identify trends, barriers, and improvement opportunities within outreach operations
  • Participate in leadership meetings as a representative of frontline operations
• Supervisory Responsibilities
  • Directly leads and develops a team of Specialists
  • Handle and resolve member escalations
  • Assigns daily workload and ensures equitable distribution of appointment inventory
  • Conducts and documents performance evaluations and delivers timely structured coaching and recognition feedback
  • Partners with Human Resources and Manager on employee relations matters
  • Supports recruitment, interviewing, and onboarding of new team members

Qualifications

• 4+ years of call center experience in a compliance-driven industry
• Minimum 2+ years in a supervisory or team lead role
• Demonstrated experience managing outbound performance metrics and motivating frontline teams
• Experience monitoring productivity, quality, and schedule adherence

Requirements

• Health plan or Medicare Advantage experience (Preferred)
• Experience in appointment scheduling or outbound healthcare campaigns (Preferred)
• Experience managing remote or hybrid teams (Preferred)

Education

• Required: High School Diploma or GED with required work experience
• Preferred: Associate’s Degree

Specialized Skills & Competencies

• Experience with ACD systems (ex Talkdesk), CRM platforms, and scheduling tools (AVA On Demand preferred)
• Strong coaching and performance management skills
• Ability to interpret performance metrics and take action in real time
• Excellent verbal and written communication skills
• Strong organizational skills and attention to detail
• Ability to prioritize and manage multiple operational demands in a fast-paced environment
• Proficiency in Microsoft Office (Excel, Word, Outlook, PowerPoint)

Essential Physical Functions

• 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.
• 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.

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.

Equal Opportunity Statement

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] .