Remote Call Center Supervisor — Member Experience

E2E Alignment Healthcare USA, LLC; California (MO); Hybrid; USD 59,000 - 88,000; Full time

Job summary

Alignment Health seeks a Supervisor, Member Experience to guide inbound call center teams and oversee proactive member outreach. You will drive service level, retention, and engagement metrics while ensuring quality and coaching for agents.

The role emphasizes subject matter expertise in Medicare products, team leadership, and effective communication with diverse members and stakeholders. Fully remote as specified in the posting.

Qualifications

• Knowledge of Medicare Managed Care / Medicare Advantage Prescription Drug Plans.
• Ability to communicate positively and effectively with diverse groups; lead and coach others.
• Strong written and oral communication skills; establish constructive relationships.

Responsibilities

• Serves as a subject matter expert in the health care experience for applicable markets or products.
• Oversees team performance and coaching to meet service levels and retention goals.
• Monitors agent productivity and queue performance; optimizes procedures to keep staff motivated.
• Oversees distribution of daily assignments and ensures scheduling meets business needs.
• Supports quality assurance: live call monitoring, drop-ins, call trends.
• Prepares monthly performance reports and conducts 1:1 meetings with agents.
• Drafts recommended performance coaching and improvement plans.
• Tracks time through timecard corrections and approvals; manages schedule adherence.
• Oversees onboarding and training of new hires.
• Produces performance reports as requested by management.
• Maintains confidentiality and upholds privacy and security standards.

Skills

Medicare knowledge

Leadership

Customer service

MS Office

Verbal communication

Education

High School Diploma or GED

College education

Tools

MS Office

Job description

Alignment Health seeks a Supervisor, Member Experience to guide inbound call center teams and oversee proactive member outreach. You will drive service level, retention, and engagement metrics while ensuring quality and coaching for agents.

The role emphasizes subject matter expertise in Medicare products, team leadership, and effective communication with diverse members and stakeholders. Fully remote as specified in the posting.