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 hybrid 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.
Join our Customer Experience team and play a key leadership role in delivering exceptional service to our members. As a Customer Experience Supervisor, you will lead and develop a team of Customer Experience Specialists who are dedicated to providing compassionate, seamless, and accountable support. This position is part of our 365-day Customer Experience operation and is responsible for fostering a culture centered on caring connections, ownership, and first-call resolution.
In this hybrid leadership role, you will model empathy, accountability, and service excellence while driving team performance in quality, service levels, member satisfaction, retention, and employee engagement. You will ensure that team members not only answer member questions but also take full ownership of resolving member needs from start to finish, making healthcare easier, clearer, and more supportive for every member interaction.
Schedule and Work Requirements
-
Monday through Friday work schedule.
-
Participation in a rotational weekend schedule that includes both Saturday and Sunday at least once per month.
-
Flexibility to work a rotating shift schedule with start times that may include 6:00 AM, 7:00 AM, 8:00 AM, 9:00 AM, 10:00 AM, or 11:00 AM.
-
Hybrid work arrangement based in Orange, California.
-
Required onsite presence at least two days per week, with additional onsite attendance as needed to support business and operational requirements.
The ideal candidate is a proven people leader with a passion for developing high-performing teams, delivering exceptional member experiences, and fostering a culture of accountability, ownership, and continuous improvement. This individual thrives in a dynamic environment, embraces operational flexibility, and is committed to supporting both team success and member satisfaction.
Job Duties/Responsibilities:
-
Leads a Culture of Caring Connections
-
Drives True Ownership & First Call Resolution
-
Performance Leadership & Coaching
-
Quality & Documentation Oversight
-
Talent Development & Engagement
-
Continuous Improvement & Accountability
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.
Job 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
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 [email protected].
