Remote Member Experience Call Center Supervisor

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

Job summary

Alignment Health USA, LLC is seeking a Supervisor, Member Experience to lead inbound call center teams and proactively manage member outreach. You will ensure high service levels, retention, and engagement while coaching staff and guiding performance improvements.

The role is fully remote (not in CA or NY), with a focus on Medicare/MA-PD knowledge and exceptional communication. Minimum 3 years in healthcare/customer service and 2+ years in leadership are required.

Qualifications

• Minimum 3 years customer service experience in healthcare or insurance.
• 2+ years lead or supervisory experience.
• Strong written and verbal communication skills.

Responsibilities

• Act as SME for healthcare member experience across markets.
• Oversee inbound call center teams and member outreach.
• Monitor agent performance and queue metrics; coach as needed.
• Ensure staff adherence to schedules and capacity planning.
• Produce monthly performance reports and 1:1s with agents.
• Lead onboarding and training of new hires; uphold privacy and security standards.

Skills

Team leadership

Customer service

Healthcare knowledge

Bilingual (preferred)

Education

High School Diploma or GED

College education (preferred)

Tools

MS Office

Job description

Alignment Health USA, LLC is seeking a Supervisor, Member Experience to lead inbound call center teams and proactively manage member outreach. You will ensure high service levels, retention, and engagement while coaching staff and guiding performance improvements.

The role is fully remote (not in CA or NY), with a focus on Medicare/MA-PD knowledge and exceptional communication. Minimum 3 years in healthcare/customer service and 2+ years in leadership are required.