Alignment Health was founded with a mission to revolutionize health care with a serving heart culture. Through its unique integrated care delivery models, deep physician partnerships and use of proprietary technologies, Alignment is committed to transforming health care one person at a time.

By becoming a part of the Alignment Health team, you will provide members with the quality of care they truly need and deserve. We believe that great work comes from people who are inspired to be their best. 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 community.

Position Summary:

The Member Experience 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 Phoenix, AZ that will require for this associate to work onsite at 100%. Location address is TBD.

General Duties and Responsibilities:
(MAY INCLUDE BUT ARE NOT LIMITED TO):

• 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
• Perform other duties as assigned

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 resolves problems as necessary.

Minimum Requirements:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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.

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.

Alignment requires all new hires to follow local and/or state requirements regarding the COVID-19 vaccine and booster. If applicable, proof of vaccination and booster will be required as a condition of employment subject to legal exemptions. This policy, which Alignment reserves the right to modify, is part of Alignment’s ongoing efforts to ensure the safety and well-being of its staff and community and to support public health efforts.

Alignment Healthcare, LLC is proud to practice Equal Employment Opportunity and Affirmative Action. We are looking for diversity in qualified candidates for employment: Minority/Female/Disable/Protected Veteran.

If you require any reasonable accommodation under the Americans with Disabilities Act (ADA) in completing the online application, interviewing, completing any pre-employment testing or otherwise participating in the employee selection process, please contact careers@ahcusa.com.

• 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 careers@ahcusa.com.