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Supervisor, Customer Experience Support
Location
United States
Posted
60 days ago
Salary
$58.5K - $87.8K / year
Seniority
Senior
Job Description
Supervisor, Customer Experience Support
Alignment Health
• Responsible for leading and developing a team of Customer Experience Specialists • Champion a culture built on caring connections and true ownership of member issues • Directly supervise a team of Customer Experience Specialists • Monitor and improve first call resolution (FCR) performance • Conduct performance meetings with direct reports and develop individualized coaching plans • Ensure accurate, timely, and thorough documentation of all member interactions • Analyze call trends and identify coaching and process improvement opportunities • Conduct interviews and participate in hiring decisions for new Specialists • Promote team engagement, resilience, and professional growth
Job Requirements
- Minimum 3 years of customer service experience in healthcare, insurance, or Medicare Advantage
- Minimum 2 years of supervisory or team lead experience in a contact center or member services environment
- Strong knowledge of Medicare Advantage, Medicare Managed Care, and related regulatory requirements
- Demonstrated ability to coach empathy, de-escalation, and service recovery techniques
- Proven ability to drive performance in KPIs such as FCR, quality scores, member satisfaction, adherence, and productivity
- Ability to interpret data and translate trends into actionable coaching and process improvements
- Excellent written and verbal communication skills; ability to communicate complex healthcare information clearly and compassionately
- Strong problem-solving and decision-making skills with an ownership mindset
- Proficiency in MS Office, CRM systems, and contact center technologies
- Ability to maintain confidentiality and ensure HIPAA compliance in a remote environment
Benefits
- Health insurance
- Professional development opportunities
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