Healthcare Call Center Supervisor (Remote, Work-From-Home)

$57,000 - $72,000/Yr

Alignment Healthcare

Full-time - Mid Level

Remote

1,001-5,000 employees

Professional, Scientific, and Technical Services

About the position

The Healthcare Call Center Supervisor at Alignment Health is responsible for leading and supporting the member experience team, ensuring exceptional service delivery to seniors. This role involves overseeing team performance, providing training and coaching, and acting as a subject matter expert in healthcare procedures and protocols. The supervisor will empower their team to achieve business goals while maintaining a focus on quality assurance and member satisfaction.

Responsibilities

• Possess knowledge in procedures, protocols, benefits, services, systems, and any other necessary information to resolve member issues and inquiries
• Serve as a 'subject matter expert' in the health care experience that our members navigate daily for the applicable markets or products in scope
• Oversee team and provide subject matter expertise in applicable markets or products in scope
• Monitor and supervise agent performance and behavior
• Optimize procedures and keep staff motivated
• Oversee distribution of daily assignments, and ensures agent productivity and queue performance
• Support quality assurance: live call monitoring, drop-ins, call trends
• Complete monthly performance reports and 1:1 meetings with agents
• Draft recommended performance coaching: Performance Improvement Plans, Written Warnings, etc.
• Deliver performance coaching with Manager sign off and approval
• Respond to requests for Supervisor Escalations by phone and CRM
• Submit official annual performance evaluation on direct reports for approval and sign off by Manager
• Track time through timecard corrections and approvals; monitor schedule adherence and work with management to ensure agent schedules meet capacity and needs of the business
• Conduct interviews as assigned by Manager; oversee the onboarding and training process of new hires
• Prepare performance reports as requested by management
• Maintain confidentiality and upholds standards for privacy, data integrity and security
• Participate and act in the best interest of Alignment Healthcare USA; represents the company's mission and values
• Directly oversee associate and lead level staff
• Carry out supervisory responsibilities in accordance with organization policies and applicable laws
• Train employees
• Plan, assign, and monitor work
• Assist in the rewarding and disciplining of assigned employees
• Address complaints and resolve problems as they pertain to all units as necessary.

Requirements

• Minimum 3 years' supervisor, lead, related experience and/or training; or equivalent combination of education and experience
• High school diploma or general education degree (GED)
• Knowledge of Medicare Managed Care / Medicare Advantage Prescription Drug Plans required
• Minimum (3) three years' customer service experience required
• Bilingual English / Spanish highly preferred

Benefits

• Remote work flexibility
• Paid training during the first 5 weeks
• High-speed internet reimbursement
• Equipment and ethernet cable provided