Healthcare Call Center Supervisor (Hybrid Onsite in Orange, CA and Work-From-Home) - Alignment Healthcare

Overview of the Role:

Alignment Health is seeking an inspiring, organized, and customer service-oriented supervisor, of member experience to join the member experience team in Orange, CA for a hybrid, work-from-home opportunity. As a supervisor, you get to support the member experience associates and member experience leads in obtaining proper plan information for our members, internal staff, and providers. You also get to support the team in obtaining, maintaining, and improving the skills and training necessary to meet and exceed the goal to serve Alignment Health members. How you will get to do that is by empowering your team, drive excellent performance, and bring sustainable business growth. If you are seeking a leadership opportunity to positively impacting the lives of seniors, have supervisory call center experience, customer service experience, possess excellent communication skills, are able to lead and motivate others, are reliable and results-oriented - we are looking for YOU!

Location:

• Must be willing to work onsite in Orange, CA office headquarters at least 1-2 times per week (possibly more.)

Schedule:

• Monday through Friday
• Must be willing and able to be scheduled between 8am - 8pm Pacific Time
• Shifts rotate on a quarterly basis.
• Must be willing and to  work holidays on rotation.
• Must be willing to work (1) weekend a every other month.  (Will be able to make up time-off.)
• Must be willing to work (1) weekend during month of January.  (Will be able to make up time-off.)

No Time Off Approved During:

• No time off is permitted during the first (5) week training period.
• Annually during entire month of January due to it being the busiest time of the year (no exceptions)

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

Supervisory responsibilities:

• 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.

Required Skills and Experience:

• 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

Training schedule:

• Remote, paid training is provided during the first (5) weeks from Monday through Friday, 8am – 5pm Pacific Time.  No time off is permitted during the (5) week training period.

Work Environment – Remote Work from Home:

• Must have a dedicated, private workspace that is quiet and free from distractions and background noise. Must make any necessary arrangements (with others in the household) to ensure ability to fully focus and perform professionally, as if in an office.
• Must have high-speed internet and able to connect hardwire to a router. The system cannot and will not work on WiFi alone. If minimum required internet speed is not met, individual may be asked to upgrade if needed  Equipment and ethernet cable will be provided*
• During scheduled shift, no other tasks may be performed (ex. watching movies / TV, cleaning, providing caregiving, doing laundry, carrying on side conversations, etc.)
• Must be willing and able to be on camera throughout the duration new hire training and any future training sessions.  Company will provide a webcam*

PAY RANGE: $57,000 - $72,000 ANNUALLY