Remote Member Experience Supervisor

Alignment Health; United States; Remote; USD 53,000 - 88,000; Full time

Job summary

Alignment Health is seeking a Supervisor, Member Experience to lead inbound call center teams and oversee proactive member outreach. This remote role requires guiding performance, ensuring service levels, and driving member retention and engagement across markets.

You will act as a subject matter expert on Medicare Managed Care and Medicare Advantage, coaching agents, monitoring QA, and delivering monthly performance reports from a Nevada-based team.

Qualifications

• Experience in customer service in healthcare/insurance.
• 2+ years lead or supervisory experience.
• Knowledge of Medicare Managed Care / Medicare Advantage plans required.
• Ability to supervise and coach teams.
• Bilingual abilities preferred (Vietnamese, Korean, Mandarin, Cantonese).
• Located in Nevada.

Responsibilities

• Serve as a subject matter expert on the health care experience for the applicable markets.
• Oversee team performance and agent productivity.
• Design and implement coaching and performance improvement plans.
• Monitor QA activities and reports.
• Oversee onboarding and training of new hires.
• Prepare monthly performance reports for management.
• Maintain confidentiality and uphold privacy and security standards.
• Ensure schedules meet capacity needs and optimize procedures.

Skills

Leadership

Customer service

Verbal & written communication

Bilingual preference

Medicare knowledge

Education

High School Diploma or GED

College education

Tools

MS Office

Job description

Alignment Health is seeking a Supervisor, Member Experience to lead inbound call center teams and oversee proactive member outreach. This remote role requires guiding performance, ensuring service levels, and driving member retention and engagement across markets.

You will act as a subject matter expert on Medicare Managed Care and Medicare Advantage, coaching agents, monitoring QA, and delivering monthly performance reports from a Nevada-based team.