Healthcare Call Center Lead Hybrid

Job Number: 5953

Workplace Type: Hybrid Remote

Position Title: Member Experience Lead

External Description:

Overview of the role:

The Healthcare Call Center Lead is a subject matter expert in the health care experience our members navigate daily. This ‘working’ role supports the inbound and/or outbound call experience while also assisting and accelerating the performance of their team unit. The Lead helps ensure team members possess the skills and training necessary through daily performance monitoring as it pertains to production, quality, and service to ensure that company goals and departmental metrics are met.

This position will be offering a temporary flexible work schedule to start employment remotely until a new office space is identified near Reno, NV that will require for this associate to work onsite at 100%. Location address is TBD. 

Responsibilities:

• Knowledgeable in procedures, protocols, benefits, services, and any other necessary information to resolve member issues and inquiries
• Serve as a “subject matter expert” to support assigned team with day-to-day questions
• Lead any specific projects, products, regions, or other specializations as assigned, including complex or VIP member issues
• Assume a ‘working’ role that includes answering incoming member phone calls within the department’s goal time frame, and conducting outbound member phone calls in accordance with the department’s productivity metrics and goals
• Address complaints against the health plan and its contracted facilities according to applicable complaint or grievance procedure
• Assist in defining and monitoring performance and productivity standards
• Assist with the onboarding of entry level staff including but not limited to ‘nesting’ and quality assurance of live call monitoring during the training period as required
• Collaborate with trainer and QA specialist in identifying training needs; participate in regular meetings with management to report call trends and identify opportunities for team improvement
• Assist with the daily process of all member regular and retro PCP transfers, ensuring that ‘supervisor’ approval is appropriate according to workflow
• Assist with monitoring attendance and schedule adherence
• Maintain confidentiality and upholds standards for privacy, data integrity, and security
• Encourage a spirit of cooperation, teamwork, and accountability among all department employees

 

Supervisory responsibilities:

• Support the oversight of the day-to-day operations and performance of the call agents.
• Assist with the supervisory responsibilities of planning, assigning, and monitoring work
• Assist in the rewarding and disciplining of assigned employees as needed or required.
• Address complaints and resolves problems as necessary.

Required skills and experience:

• Three to five years customer service experience required
• High school diploma or general education degree (GED); and three to five years related experience and/or training; or equivalent combination of education and experience.
• Knowledge of Medicare Managed Care Plans required
• Previous Lead experience required, or similar capacity
• Bi-lingual (English/Spanish) preferred

Pay Range $43,500.00 - $65,200.00 annually

 

 

City: Las Vegas

State: Nevada

Location City: Las Vegas

Location State: Nevada

Community / Marketing Title: Healthcare Call Center Lead Hybrid

Company Profile:

Alignment Health is revolutionizing health care for seniors by leveraging our world-class technology platform, innovative care delivery models, deep physician partnerships and our serving heart culture! From member experience professionals and clinicians, to data scientists and operations leaders, we have built a talented and passionate team that is deeply committed to our mission of transforming health care for the seniors we serve. Ready to join us?

At Alignment Alignment, delivering exceptional care to seniors starts with ensuring an exceptional experience for our over 1,300 employees. At the center of our employee experience is a culture where employees at all levels and across all teams are encouraged to share their unique ideas and perspectives. After all, when you can bring your authentic self to work, whether that’s in a clinical setting, our corporate office or a home office, creativity and innovation flourish! Another important part of the Alignment culture is a belief in continuous learning and growth. As a result, in this fast-growing company, you will find ample support to grow your skills and your career – with us.

EEO Employer Verbiage:

 Please note: All clinical positions are contingent upon successful engagement with Alignment Health’s COVID-19 Vaccination program (fully vaccinated with documented proof or approved exception/deferral).

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 [email protected].