Manager, Member Engagement

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 manager will be responsible for call center operations, implementing call center strategy, improving systems and process, and managing operations staff. As this position drives process improvement, we will build an exceptional service-oriented culture by directly overseeing the teams that conduct proactive member outreach. The ideal candidate must be able to lead and motivate teams that can anticipate the customer need to “surprise and delight,” and will be held accountable to results in service level, member retention and satisfaction, and measures of member engagement.

General Duties/Responsibilities (May Include But Are Not Limited To):

• Ensure a culture of professionalism, respect, productivity, and accountability
• Lead and champion team engagement
• Support general area of focus includes, but is not limited to Disenrollment, Resolution, Service Recovery, Escalations, and other areas of member engagement as needed
• Respond to requests for Supervisor Escalations by phone and CRM
• Work with executive team to determine and understand call center operational strategies; includes conducting needs assessments, performance reviews, capacity planning and cost/benefit analysis
• Create, implement, and test new processes as necessary
• Serve as team representative in meetings as needed and required
• Coordinate work activities with department leadership and other departments, etc.
• Identify patterns in audits and reporting, and search for root causes
• Prepare performance reports by collecting, analyzing, and summarizing data and trends on production, quality, staffing and inventory levels
• Possess the knowledge in procedures, protocols, benefits, services, systems, and any other necessary information to resolve member issues and inquiries
• Partner with management on staffing needs and associated inventory volumes, both current and projected
• Conduct department interviews and provide feedback to management
• Oversee the onboarding and training process of new hires
• Hire, train, coach, counsel, and evaluate performance of direct reports
• Monitor and supervise agent performance, attendance, and conduct
• Draft recommended performance coaching: Performance Improvement Plans, Written Warnings, etc. and delivers performance coaching following management and HC approvals
• Submits official annual performance evaluation on direct reports
• Oversee distribution of daily assignments, and ensures agent productivity and queue performance
• Track time through timecard corrections and approvals; monitor schedule adherence and work with management to ensure agent schedules meet capacity and needs of the business
  
  

SUPERVISORY RESPONSIBILITIES:

Oversees assigned staff. Responsibilities include recruiting, selecting, orienting, and training employees; assigning workload; planning, monitoring, and appraising job results; and coaching, counseling, and disciplining employees. Addressing complaints and resolving problems as they pertain to all units as necessary

EXPERIENCE:

JOB REQUIREMENTS:

Required:

• 3-5 years of Call Center experience including at least 3 years in leadership capacity in a compliance driven industry
• 3-5 years customer service experience
• Proven track record of monitoring and motivating employees
  
  

Preferred:

• Health plan or Medicare Advantage experience
• Oversight of outsource vendor and/or remote workforce
  
  

EDUCATION:

Required: HS Diploma or GED

Preferred: Bachelor’s Degree

Required:

SPECIALIZED SKILLS:

• Ability to implement and manage applications, including: workforce management, CRM, campaign manager, EMR PM, etc.
• Excellent communication skills, both written and verbal
• Strong interpersonal skills and a collaborative management style
• Attention to detail, with sound critical thinking and follow up skills
• Ability to manage multiple priorities simultaneously within timelines and short turn-around times
• Advanced computer skills (Word, PowerPoint, Excel, Outlook)
  
  

Preferred: Bilingual (English/Spanish) or other language proficiency

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 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.

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: $64,384.00 - $96,577.00

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].