Customer Experience Supervisor-Onsite (Orange, CA)

Alignment Health is breaking the mold in conventional health care, committed to serving seniors and those who need it most: the chronically ill and frail. It takes an entire team of passionate and caring people, united in our mission to put the senior first. We have built a team of talented and experienced people who are passionate about transforming the lives of the seniors we serve. In this fast-growing company, you will find ample room for growth and innovation alongside the Alignment Health community. Working at Alignment Health provides an opportunity to do work that really matters, not only changing lives but saving them. Together.

The Onsite Supervisor of our Customer Experience team is responsible for leading and developing a team of Customer Experience Specialists who deliver compassionate, seamless, and fully accountable service to our members. This Hybrid role champions a culture built on caring connections, true ownership of member issues, and first-call resolution, ensuring that every interaction makes healthcare easier, clearer, and more supportive.

The Supervisor leads by example-modeling empathy, accountability, and service excellence-while driving performance outcomes in quality, service level, member satisfaction, retention, and engagement. This leader ensures Specialists answer questions and fully own to resolve member needs end-to-end, reinforcing accountability at every level of the organization.

Job Duties/Responsibilities:

• Leads a Culture of Caring Connections

• Coaches and develops team members to lead every interaction with empathy, patience, and respect

• Reinforces service behaviors that build trust and emotional connection with older adults, individuals with disabilities and special needs

• Models compassionate leadership and a serving-heart mindset in all interactions

• Drives True Ownership & First Call Resolution

• Instills accountability for end-to-end resolution of member issues

• Monitors and improves first call resolution (FCR) performance and follow-through behaviors

• Ensures Specialists advocate for members, navigate systems effectively, and resolve root causes vs. just surface issues or pass off

• Promotes proactive problem-solving and discourages unnecessary transfers or repeat contacts

• Performance Leadership & Coaching

• Directly supervises a team of Customer Experience Specialists

• Monitors Specialist performance across KPIs including quality, FCR, schedule adherence, productivity, documentation accuracy, member satisfaction, and engagement

• Conducts live call monitoring, coaching, and documented feedback sessions focused on empathy, ownership, and resolution

• Holds monthly 1:1 performance meetings with direct reports and develops individualized documented coaching plans

• Creates and administers performance improvement plans for all direct reports to raise the bar

• Appropriately performance manages including creating documented corrective actions as needed

• Continually recognizes and rewards behaviors that demonstrate accountability and service excellence

• Encourages engagement by leading with words and actions

• Operational Oversight

• Supports Workforce Management to Oversee daily workflow, queue management, and ensures assignment distribution follows WFM process to ensure service level targets achieved

• Ensures Specialists respond within established service levels while maintaining quality and empathy standards

• Timely tracks and approves timecards; monitors schedule adherence and attendance meeting required deadlines

• Collaborates with leadership to align staffing capacity with business needs

• Serves as weekend coverage point of contact on rotation schedule with shift flexibility

• Subject Matter Expertise

• Serves as a subject matter expert in Medicare Advantage, benefits, eligibility, provider networks, claims, grievances, and support services

• Ensures team maintains up-to-date knowledge of policies, procedures, systems, and regulatory requirements

• Supports resolution of escalated member complaints and complex cases, ensuring root cause analysis and systemic improvement

• Quality & Documentation Oversight

• Ensures accurate, timely, and thorough documentation of all member interactions

• Analyzes call trends, grievances, disenrollment drivers, and repeat contact data to identify coaching and process improvement opportunities

• Partners with Quality and Compliance teams to uphold HIPAA, privacy, and regulatory standards

• Talent Development & Engagement

• Conducts interviews and participates in hiring decisions

• Oversees onboarding and training of new Specialists, reinforcing service culture and accountability expectations

• Creates an environment of continuous coaching, learning, and psychological safety

• Promotes team engagement, resilience, and professional growth

• Continuous Improvement & Accountability

• Identifies opportunities to improve processes that reduce member effort and repeat calls as well as ways to improve the overall operation

• Drives accountability at all levels by reinforcing clear performance expectations and measurable outcomes

• Prepares performance and operational reports as requested

• Maintains confidentiality and upholds data integrity and security standards

Supervisory Responsibilities:

Directly oversees Customer Experience Specialists in a onsite environment. Carries out supervisory responsibilities in accordance with organizational policies and applicable laws. Responsibilities include hiring, training, planning, assigning and monitoring work, coaching and performance management, rewarding and disciplining employees, addressing complaints, resolving problems, and fostering a high-accountability culture focused on member experience excellence.

Working schedule: Monday-Friday, onsite at our corporate office

Job Requirements:

Experience:

• Required:
• 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
• Preferred:
• Experience leading teams focused on first call resolution and customer experience transformation initiatives

Education:

• Required: High School Diploma or GED.
• Preferred: Associate's or Bachelor's degree

Specialized Skills:

• Required:
• 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

Preferred:

• Bilingual (English/Spanish or other prevalent languages in service area)
• Experience in grievance and appeals management

Essential Physical Functions:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. While performing the duties of this job, the employee is regularly required to talk or hear. The employee regularly is required to stand, walk, sit, use hand to finger, handle or feel objects, tools, or controls; and reach with hands and arms.

2. The employee frequently lifts and/or moves up to 10 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.

Pay Range: $58,531.00 - $87,797.00

Pay range may be based on a number of factors including market location, education, responsibilities, experience, etc.

Alignment Health is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, age, protected veteran status, gender identity, or sexual orientation.

• DISCLAIMER: Please beware of recruitment phishing scams affecting Alignment Health and other employers where individuals receive fraudulent employment-related offers in exchange for money or other sensitive personal information. Please be advised that Alignment Health and its subsidiaries will never ask you for a credit card, send you a check, or ask you for any type of payment as part of consideration for employment with our company. If you feel that you have been the victim of a scam such as this, please report the incident to the Federal Trade Commission at https://reportfraud.ftc.gov/#/. If you would like to verify the legitimacy of an email sent by or on behalf of Alignment Health's talent acquisition team, please email careers@ahcusa.com.