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

Job Number: 7142

Workplace Type: Hybrid Remote

Position Title: Member Experience Lead

External Description:

Overview of the Role:

Alignment Health is seeking a passionate, customer service oriented, and motivated member experience lead to join the member services team in Orange, CA for a hybrid, work-from-home opportunity.  As a member experience lead, you will be a subject matter expert in the health care experience our members navigate daily. The lead will work alongside and conduct inbound and / or outbound member calls while concurrently role will empower and accelerate the performance of their team unit. As a member experience lead, you get to support team members with obtaining, maintaining, and enhancing the skills and training needed to provide excellent service to Alignment Health members.  You will do so through daily performance monitoring as it pertains to production, quality, and service to ensure that company goals and departmental metrics are met.

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:

• Be 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
• Answer 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 the trainer and quality assurance (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 members regular and retro PCP transfers, ensuring that ‘supervisor’ approval is appropriate according to workflow
• Assist with monitoring attendance and schedule adherence
• Maintain confidentiality and uphold standards for privacy, data integrity, and security
• Encourage a spirit of cooperation, teamwork, and accountability among all department employees

Supervisory Requirements:

• 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 resolve problems as necessary.

Required Skills and Experience:

• Minimum 3 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 required.
• Knowledge of Medicare Managed Care Plans required
• Previous lead experience or similar relevant experience required.
• Bilingual English / Spanish preferred
• Language Skills: Able to read and interpret documents such as safety rules, operating and maintenance instructions and procedure manuals. Able to write routine reports and correspondence. Able to speak effectively before groups of customers or employees of the organization.
• Mathematical Skills: Able to add and subtract two-digit numbers and to multiply and divide with 10’s and 100’s. Able to perform these operations using units of American money and weight measurement, volume, and distance.
• Reasoning Skills: Able to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Able to deal with problems involving a few concrete variables in standardized situations.
• Strong computer proficiency.
• Excellent written and verbal communication skills.
• Excellent telephone techniques.
• Excellent data entry.
• Strong organizational skills.
• Able to type minimum 40 words per minute (WPM) using 10-key by touch.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually moderate.

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.

• While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear.
• The employee is frequently required to walk; stand; reach with hands and arms.
• The employee is occasionally required to climb or balance and stoop, kneel, crouch, or crawl.
• The employee must occasionally lift and/or move up to 20 pounds.
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Pay Range $43,500.00 - $52,000.00 annually

City: Orange

State: California

Location City: Orange

Location State: California

Community / Marketing Title: Healthcare Call Center Lead (Hybrid Onsite in Orange, CA and Work-From-Home)

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].