Healthcare Call Center Supervisor - REMOTE - Alignment Healthcare

Overview of the role:

The Healthcare Call Center Supervisor assists the Member Experience Associates and Member Experience Lead in obtaining proper plan information for our members, internal staff, and providers. The Supervisor assists in ensuring team members possess the skills and training necessary to meet goal marks established.

An excellent call center supervisor must have customer service and supervisory experience. The ideal candidate must possess great communication skills and be able to lead and motivate. You will be organized and reliable as well as results-oriented. The goal is to drive excellent performance from your team that will bring sustainable business growth.

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
• Bi-lingual (English/Spanish) highly preferred

Pay Range $57,200.00 - $85,700.00 annually