Remote Health Call Center Lead: Member Experience

Alignment Healthcare Inc.; Nevada; Remote; USD 59,000 - 88,000; Full time

Job summary

Alignment Health is seeking a Remote Healthcare Call Center Supervisor to lead the member experience team across inbound call activities. You will guide supervision, performance coaching and daily operations to improve service levels and member satisfaction.

The role emphasizes strong leadership, compliance with privacy standards, and collaboration with management to optimize staffing and processes. Remote work is available nationwide within the U.S., with Nevada as a stated location.

Qualifications

• Minimum 3 years customer service experience in insurance or healthcare.
• 2+ years lead or supervisory experience.
• Bilingual (Vietnamese, Korean, Mandarin, or Cantonese) strongly preferred.
• Knowledge of Medicare Managed Care / Medicare Advantage / PDP plans.

Responsibilities

• Serve as subject matter expert for applicable markets or products.
• Oversee team performance and coach agents for quality and efficiency.
• Monitor agent productivity and queue performance.
• Distribute daily assignments and ensure staff coverage.
• Support quality assurance through live monitoring and trend analysis.
• Prepare monthly performance reports and conduct 1:1 meetings.
• Draft coaching plans and corrective actions as needed.
• Ensure schedule adherence and capacity planning.
• Recruit and onboard new hires with a structured training program.
• Maintain confidentiality and data security standards.
• Communicate effectively with customers, management, and stakeholders.

Skills

Customer service

Supervisory experience

Bilingual preferred

Communication skills

Education

High school diploma

Tools

MS Office

Job description

Alignment Health is seeking a Remote Healthcare Call Center Supervisor to lead the member experience team across inbound call activities. You will guide supervision, performance coaching and daily operations to improve service levels and member satisfaction.

The role emphasizes strong leadership, compliance with privacy standards, and collaboration with management to optimize staffing and processes. Remote work is available nationwide within the U.S., with Nevada as a stated location.