Alignment Health

Customer Experience Supervisor

Alignment Health

full-time

Posted on:

Location Type: Hybrid

Location: Orange • California • United States

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Salary

💰 $58,531 - $87,797 per year

About the role

  • Responsible for leading and developing a team of Customer Experience Specialists
  • Deliver compassionate, seamless, and fully accountable service to our members
  • Champion a culture built on caring connections, true ownership of member issues, and first-call resolution
  • Ensure Specialists advocate for members, navigate systems effectively, and resolve root causes
  • Monitor and improve first call resolution performance and follow-through behaviors
  • Conduct live call monitoring, coaching, and documented feedback sessions focused on empathy, ownership, and resolution
  • Directly supervise a team of Customer Experience Specialists

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.
  • High School Diploma or GED.
Benefits
  • Health insurance
  • Professional development opportunities
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer servicesupervisory experiencecoachingdata interpretationperformance metricsservice recovery techniquesproblem-solvingdecision-making
Soft Skills
empathyownership mindsetcommunication skillsde-escalationteam leadership
Certifications
High School DiplomaGED