Customer Experience Specialist - Las Vegas, NV

E2E Alignment Healthcare USA, LLC; Las Vegas (NV); Remote; USD 23,000 - 32,000; Full time

Job summary

Alignment Health is seeking a Customer Experience Specialist to deliver compassionate, seamless service to seniors and individuals with disabilities. This remote role requires residing in Las Vegas, NV for consideration, and emphasizes empathy, ownership, and first-call resolution.

The role will involve handling inquiries about benefits, eligibility, and provider networks, while documenting interactions and driving exceptional member experiences.

Qualifications

• High school diploma or GED required; college degree preferred.
• 2+ years of customer service, contact center, or member support experience.
• Experience with Medicare Advantage or managed care plans preferred.

Responsibilities

• Build caring connections with every member and resolve inquiries during the initial contact.
• Lead end-to-end member interactions with empathy, patience, and respect.
• Document all interactions and outcomes in real time to ensure continuity of care.

Skills

Bilingual capability

Problem-solving

Organized

Customer-focused

Education

High school diploma or GED

College degree preferred

3+ years customer service experience in lieu of degree

Tools

Microsoft Outlook

Word

Excel

CRM

Contact Center solutions

Job description

Customer Experience Specialist

Alignment Health is breaking the mold in conventional health care, committed to serving seniors and those who need it most: the chronically ill and frail. It takes an entire team of passionate and caring people, united in our mission to put the senior first. 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 Health community. Working at Alignment Health provides an opportunity to do work that really matters, not only changing lives but saving them. Together. The Customer Experience Specialist plays a critical role in delivering compassionate, seamless service to our valued members — primarily older adults and individuals with disabilities. This role goes beyond answering questions; it is about building caring connections, owning the member experience, and always resolving issues completely and correctly the first time. This is a remote role; however, candidates must be located in Las Vegas, NV for consideration. Customer Experience Specialists take personal responsibility for each interaction — listening deeply, advocating for the member, navigating complex systems, and following through until resolution is achieved. Every contact is an opportunity to make health care easier, clearer, and more supportive for our members.

Job Duties / Responsibilities

Build caring connections with every member by always leading with empathy, patience, and respect, ensuring members feel heard, supported, and valued throughout every interaction. Own each member interaction end-to-end, taking accountability to resolve inquiries during the initial contact and ensuring clear follow-through when additional steps are required. Deliver exceptional service by consistently exceeding member expectations and reinforcing a culture focused on trust, compassion, and first-call resolution. Accurately respond to member inquiries regarding benefits, eligibility, services, policies, and procedures in a clear, confident, and member-friendly manner. Assist members with provider network and claim/reimbursement inquiries, benefit questions related to transportation, food, dental and other support services and needs, proactively identifying solutions and next steps. Answer incoming contacts within established service levels while always managing complex and sensitive situations with professionalism and care. Thoroughly document all member interactions, actions taken, and outcomes in real time to ensure accuracy, continuity of care and effective resolution. Proactively address member complaints, grievances, and disenrollment concerns with goal to resolve by listening for root causes, offering solutions, and escalating appropriately when needed. Support outbound outreach initiatives and service programs designed to improve engagement, education, and overall member experience. Represent Alignment Healthcare with integrity and positivity, modeling a serving-heart mindset and commitment to excellence in every interaction. Participate actively in ongoing coaching, feedback, and learning to continuously strengthen service skills and member advocacy.

Job Location

Remote role; must be located in Las Vegas, NV.

Job 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. Candidates must reside in Las Vegas, NV for consideration.

Hourly Rate

$20

Experience

2+ years of customer service, contact center, or member support experience, preferably in healthcare and/or Medicare Advantage. Relevant college coursework or an Associate/Bachelor’s degree may be considered in lieu of experience.

Education

High school diploma or GED required. College degree, Associate’s or Bachelor’s preferred. 3+ years of customer service work experience considered in lieu of degree.

Training

Required: Demonstrated ability to use technology and follow detailed workflow instructions.

Specialized Skills

• Proficient in navigating multiple systems simultaneously, including Microsoft Outlook, Word, Excel, CRM and Contact Center solutions.
• On camera presence for training, one on one, team and group meetings.

Strongly Preferred

• Bilingual (Spanish, Vietnamese, Korean, Mandarin, or Cantonese) strongly preferred.
• Knowledge of Medicare Advantage, Medi-Cal, or managed care plans preferred.
• Strong problem-solving skills with a proactive, ownership-driven mindset.
• Organized, self-motivated, and comfortable working in a fast-paced environment.

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 accommodation 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 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

Pay Range: $35,712.00 - $53,568.00 Pay range may be based on a number of factors including market location, education, responsibilities, experience, etc.

Equal Opportunity / Affimative Action Employer

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.

Company Culture

Alignment Health is championing a new path in senior care that empowers members to age well and live their most vibrant lives. Our mission-focused team makes high-quality, low-cost care a reality for members every day. Alignment Health is breaking the mold in conventional health care, committed to serving seniors and those who need it most. We believe that great work comes from people who are inspired to be their best. We've built a team of people who want to make a difference in the lives of the seniors we serve. Come join the team that is changing health care — one person at a time.