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Supervisor, Customer Experience Support

Customer SupportCustomer SupportFull TimeRemoteSeniorTeam 501-1,000Since 2013H1B No SponsorCompany SiteLinkedIn

Location

United States

Posted

60 days ago

Salary

$58.5K - $87.8K / year

Seniority

Senior

High School5 yrs expEnglish

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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