Remote Healthcare Call Center Supervisor

E2E Alignment Healthcare USA, LLC; California; Hybride; USD 59 000 - 88 000; Plein temps

Résumé du poste

Alignment Health is seeking a Supervisor, Member Experience to lead an inbound-call center team and oversee proactive member outreach. You will drive service levels, retention, and engagement while coaching agents and ensuring quality and compliance.

This fully remote role requires strong leadership and healthcare knowledge, with preference for bilingual candidates and Nevada residency. The position emphasizes performance coaching, schedule management, and cross-functional collaboration to

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.
• Located in Nevada

Responsabilités

• Serves as a subject matter expert in the healthcare experience for the applicable markets or products in scope.
• Oversees the team and provides SME guidance in designated markets.
• Monitors and supervises agent performance and behaviors.
• Devises ways to optimize procedures and keep staff motivated.
• Oversees distribution of daily assignments and ensures agent productivity.
• Supports quality assurance through live call monitoring and trend analysis.
• Completes monthly performance reports and 1:1 meetings with agents.
• Drafts recommended performance coaching and improvement plans.
• Manages timekeeping, schedule adherence, and capacity planning.
• Conducts interviews and oversees onboarding/training of new hires.
• Prepares performance reports and maintains confidentiality of data.

Connaissances

Leadership

Customer service

Bilingual (Vietnamese/Korean/Mandarin)

Formation

High School Diploma or GED

College education preferred

Outils

MS Office

Description du poste

Alignment Health is seeking a Supervisor, Member Experience to lead an inbound-call center team and oversee proactive member outreach. You will drive service levels, retention, and engagement while coaching agents and ensuring quality and compliance.

This fully remote role requires strong leadership and healthcare knowledge, with preference for bilingual candidates and Nevada residency. The position emphasizes performance coaching, schedule management, and cross-functional collaboration to