Alignment Health
Health Care
CustomerExperienceSupervisor-Onsite
Neural analysis suggests this role is
optimal for Mid candidates.
“Customer Experience Supervisor-Onsite at Alignment Health. Skills: Customer Experience, Supervisory, Coaching, Performance Management. Lead a Culture of Caring Connections. Coach and develop team members”
What You'll Achieve.
Driving performance outcomes in quality, service level, member satisfaction, retention, and engagement; Ensuring every interaction makes healthcare easier, clearer, and more supportive; Ensuring Specialists answer questions and fully own to resolve member needs end-to-end; Reinforcing accountability at every level of the organization; Achieve service level targets; Reduce member effort and repeat calls; Improve overall operation; Reinforce clear performance expectations and measurable outcomes
Industry & Context.
problem-solving and decision-making skills with an ownership mindset; Support resolution of escalated member complaints and complex cases
Onsite at our corporate office, Weekend coverage on rotation schedule with shift flexibility, Physical demands: regularly required to talk or hear, stand, walk, sit, use hand to finger, handle or feel objects, tools, reach with hands and arms. Frequently lifts and/or moves up to 10 pounds. Specific vision abilities include close vision and ability to adjust focus.
What They're Looking For.
Must Have
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, 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 ability to communicate complex healthcare information clearly and compassionately, 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
Nice to Have
Experience leading teams focused on first call resolution and customer experience transformation initiatives, Bilingual (English/Spanish or other prevalent languages in service area), Experience in grievance and appeals management
What You'll Do.
Lead a Culture of Caring Connections
Coach and develop team members
Reinforce service behaviors
Drive True Ownership & First Call Resolution
Instill accountability for resolution
Monitor and improve FCR performance
Ensure Specialists advocate for members
Promote proactive problem-solving
Directly supervise Customer Experience Specialists
Monitor Specialist performance across KPIs
Conduct live call monitoring
Hold monthly 1:1 performance meetings
Create and administer performance improvement plans
Performance manage including corrective actions
Recognize and reward behaviors
Oversee daily workflow
Ensure Specialists respond within service levels
Track and approve schedule adherence
Collaborate with leadership on staffing
Serve as weekend coverage point of contact
Serve as subject matter expert
Ensure team maintains up-to-date knowledge
Support resolution of escalated complaints
Ensure accurate documentation
Partner with Quality and Compliance teams
Conduct interviews and hiring decisions
Oversee onboarding and training
Create an environment of continuous coaching
Promote team engagement
Identify opportunities to improve processes
Drive accountability at all levels
Prepare performance and operational reports
Maintain confidentiality and uphold data integrity
How You'll Work.
Team & Collaboration
Collaborates with leadership to align staffing capacity with business needs; Partners with Quality and Compliance teams to uphold HIPAA, privacy, and regulatory standards
Communication Scope
Excellent written and verbal communication ability to communicate complex healthcare information clearly and compassionately
Full Job Description
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 resoluti
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