Customer Experience Supervisor-Hybrid (Orange, CA)

Alignment Healthcare USA, LLC; Orange (CA); Hybrid; USD 59,000 - 88,000; Full time

Job summary

Alignment Health in Orange, CA is seeking a Supervisor of the Customer Experience to lead a team of Customer Experience Specialists in delivering compassionate, seamless, and accountable service to our members. This hybrid role emphasizes ownership, first-call resolution, and a culture of caring connections.

You will coach staff, monitor KPIs, ensure HIPAA and regulatory compliance, and collaborate with leadership to improve performance, quality, and member satisfaction.

Qualifications

• Minimum 3 years of customer service experience in healthcare, insurance, or Medicare Advantage.
• Minimum 2 years of supervisory or team lead experience in a contact center or member services.
• Strong knowledge of Medicare Advantage and related regulatory requirements.

Responsibilities

• Leads a culture of caring connections and coaches team members to resolve member needs with empathy.
• Directly supervises a team of Customer Experience Specialists and monitors KPI performance.
• Oversees scheduling, timekeeping, and attendance; ensures service levels and quality standards.
• Supports HIPAA compliance, escalation resolution, and continuous process improvement.

Job description

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 hybrid Supervisor of our Customer Experience team is responsible for leading and developing a team of Customer Experience Specialists who deliver compassionate, seamless, and fully accountable service to our members. This Hybrid role champions a culture built on caring connections, true ownership of member issues, and first-call resolution, ensuring that every interaction makes healthcare easier, clearer, and more supportive.The Supervisor leads by example—modeling empathy, accountability, and service excellence—while driving performance outcomes in quality, service level, member satisfaction, retention, and engagement. This leader ensures Specialists answer questions and fully own to resolve member needs end-to-end, reinforcing accountability at every level of the organization.Join our Customer Experience team and play a key leadership role in delivering exceptional service to our members. As a Customer Experience Supervisor, you will lead and develop a team of Customer Experience Specialists who are dedicated to providing compassionate, seamless, and accountable support. This position is part of our 365-day Customer Experience operation and is responsible for fostering a culture centered on caring connections, ownership, and first-call resolution.In this hybrid leadership role, you will model empathy, accountability, and service excellence while driving team performance in quality, service levels, member satisfaction, retention, and employee engagement. You will ensure that team members not only answer member questions but also take full ownership of resolving member needs from start to finish, making healthcare easier, clearer, and more supportive for every member interaction.Schedule and Work RequirementsMonday through Friday work schedule.Participation in a rotational weekend schedule that includes both Saturday and Sunday at least once per month.Flexibility to work a rotating shift schedule with start times that may include 6:00 AM, 7:00 AM, 8:00 AM, 9:00 AM, 10:00 AM, or 11:00 AM.Hybrid work arrangement based in Orange, California.Required onsite presence at least two days per week, with additional onsite attendance as needed to support business and operational requirements.The ideal candidate is a proven people leader with a passion for developing high-performing teams, delivering exceptional member experiences, and fostering a culture of accountability, ownership, and continuous improvement. This individual thrives in a dynamic environment, embraces operational flexibility, and is committed to supporting both team success and member satisfaction.Job Duties/Responsibilities:Leads a Culture of Caring ConnectionsCoaches and develops team members to lead every interaction with empathy, patience, and respectReinforces service behaviors that build trust and emotional connection with older adults, individuals with disabilities and special needsModels compassionate leadership and a serving-heart mindset in all interactionsDrives True Ownership & First Call ResolutionInstills accountability for end-to-end resolution of member issuesMonitors and improves first call resolution (FCR) performance and follow-through behaviorsEnsures Specialists advocate for members, navigate systems effectively, and resolve root causes vs. just surface issues or pass offPromotes proactive problem-solving and discourages unnecessary transfers or repeat contactsPerformance Leadership & CoachingDirectly supervises a team of Customer Experience SpecialistsMonitors Specialist performance across KPIs including quality, FCR, schedule adherence, productivity, documentation accuracy, member satisfaction, and engagementConducts live call monitoring, coaching, and documented feedback sessions focused on empathy, ownership, and resolutionHolds monthly 1:1 performance meetings with direct reports and develops individualized documented coaching plansCreates and administers performance improvement plans for all direct reports to raise the barAppropriately performance manages including creating documented corrective actions as neededContinually recognizes and rewards behaviors that demonstrate accountability and service excellenceEncourages engagement by leading with words and actionsOperational OversightSupports Workforce Management to Oversee daily workflow, queue management, and ensures assignment distribution follows WFM process to ensure service level targets achievedEnsures Specialists respond within established service levels while maintaining quality and empathy standardsTimely tracks and approves timecards; monitors schedule adherence and attendance meeting required deadlinesCollaborates with leadership to align staffing capacity with business needsServes as weekend coverage point of contact on rotation schedule with shift flexibilitySubject Matter ExpertiseServes as a subject matter expert in Medicare Advantage, benefits, eligibility, provider networks, claims, grievances, and support servicesEnsures team maintains up-to-date knowledge of policies, procedures, systems, and regulatory requirementsSupports resolution of escalated member complaints and complex cases, ensuring root cause analysis and systemic improvementQuality & Documentation OversightEnsures accurate, timely, and thorough documentation of all member interactionsAnalyzes call trends, grievances, disenrollment drivers, and repeat contact data to identify coaching and process improvement opportunitiesPartners with Quality and Compliance teams to uphold HIPAA, privacy, and regulatory standardsTalent Development & EngagementConducts interviews and participates in hiring decisionsOversees onboarding and training of new Specialists, reinforcing service culture and accountability expectationsCreates an environment of continuous coaching, learning, and psychological safetyPromotes team engagement, resilience, and professional growthContinuous Improvement & AccountabilityIdentifies opportunities to improve processes that reduce member effort and repeat calls as well as ways to improve the overall operationDrives accountability at all levels by reinforcing clear performance expectations and measurable outcomesPrepares performance and operational reports as requestedMaintains confidentiality and upholds data integrity and security standardsSupervisory Responsibilities:Directly oversees Customer Experience Specialists in a onsite environment. Carries out supervisory responsibilities in accordance with organizational policies and applicable laws. Responsibilities include hiring, training, planning, assigning and monitoring work, coaching and performance management, rewarding and disciplining employees, addressing complaints, resolving problems, and fostering a high-accountability culture focused on member experience excellence.Job Requirements:Minimum 3 years of customer service experience in healthcare, insurance, or Medicare AdvantageMinimum 2 years of supervisory or team lead experience in a contact center or member services environmentPreferred Requirements:Experience leading teams focused on first call resolution and customer experience transformation initiativesEducation:• Required: High School Diploma or GED.• Preferred: Associate’s or Bachelor’s degreeSpecialized Skills Required:Strong knowledge of Medicare Advantage, Medicare Managed Care, and related regulatory requirementsDemonstrated ability to coach empathy, de-escalation, and service recovery techniquesProven ability to drive performance in KPIs such as FCR, quality scores, member satisfaction, adherence, and productivityAbility to interpret data and translate trends into actionable coaching and process improvementsExcellent written and verbal communication skills; ability to communicate complex healthcare information clearly and compassionatelyStrong problem-solving and decision-making skills with an ownership mindsetProficiency in MS Office, CRM systems, and contact center technologies.Ability to maintain confidentiality and ensure HIPAA compliance in a remote environmentPreferred:Bilingual (English/Spanish or other prevalent languages in service area)Experience in grievance and appeals managementEssential 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.Pay Range: $58,531.00 - $87,797.00Pay range may be based on a number of factors including market location, education, responsibilities, experience, etc.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 [e-mail].