Remote Call Center Supervisor, Member Experience (Healthcare)

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

Benefits offered by this job

Fully remote

Job summary

Alignment Health in Nevada seeks a Supervisor, Member Experience to lead inbound call center teams and proactive member outreach. You will guide service delivery, measure retention and engagement, and ensure privacy and data integrity.

The role is fully remote, supporting members across multiple markets and requires strong leadership and healthcare knowledge. The position emphasizes coaching, performance reporting, and ensuring high customer satisfaction while guiding a dedicated team in a

Qualifications

• Minimum 3 years customer service experience in the insurance or healthcare industry.
• 2+ years lead or supervisory experience.
• Bilingual (Vietnamese, Korean, Mandarin, or Cantonese) strongly preferred.
• High School Diploma or GED required; college education preferred.
• Knowledge of Medicare Managed Care / Medicare Advantage plans required.

Responsibilities

• Acts as a subject matter expert in the healthcare experience our members navigate.
• Oversees inbound call center teams and proactive member outreach.
• Monitors agent performance and coaching needs.
• Optimizes procedures and keeps staff motivated.
• Manages daily assignments, ensuring productivity and queue performance.
• Supports quality assurance through live call monitoring and trend analysis.
• Prepares monthly performance reports and conducts 1:1 meetings.
• Drafts performance coaching plans and warnings as needed.
• Tracks time and schedules, ensuring capacity aligns with business needs.
• Conducts interviews and oversees onboarding/training of new hires.
• Produces management-requested performance reports.

Skills

Customer service

Leadership

Bilingual

Medicare knowledge

Education

High School Diploma or GED

Tools

MS Office

Job description

Alignment Health in Nevada seeks a Supervisor, Member Experience to lead inbound call center teams and proactive member outreach. You will guide service delivery, measure retention and engagement, and ensure privacy and data integrity.

The role is fully remote, supporting members across multiple markets and requires strong leadership and healthcare knowledge. The position emphasizes coaching, performance reporting, and ensuring high customer satisfaction while guiding a dedicated team in a