Customer Experience Specialist

🔥 0 minutes ago

🏄 California, New York – Remote

🏄 California – Remote 🗽 New York – Remote

💵 $41.6k - $57.6k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

🚫👨‍🎓 No degree required

👻 Ghost score 0%

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Alignment Health

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2013

⚕️ Healthcare Insurance

🛡️ Insurance

🏥 Healthcare

💰 $135M Series C on 2020-03

Healthcare Insurance • Insurance • Healthcare

Alignment Health is dedicated to providing comprehensive care for Medicare members, emphasizing the needs of seniors, the chronically ill, and those who are frail. With a mission to transform senior healthcare, Alignment Health leverages a tailored care model and advanced technology to deliver high-quality, low-cost healthcare services. Their 24/7 concierge care team collaborates with trusted local providers to ensure that every member receives personalized care, reflecting the company's commitment to treating all members as valued family members.

📋 Description

• Build caring connections with members through empathetic, patient, and respectful interactions • Own member interactions end-to-end and resolve inquiries during initial contact when possible • Deliver exceptional service and promote trust, compassion, and first-call resolution • Respond to inquiries about benefits, eligibility, services, policies, and procedures • Assist with provider network, claims/reimbursement, transportation, food, dental, and other support-service inquiries • Answer incoming contacts within established service levels • Document member interactions, actions, and outcomes in real time • Address complaints, grievances, and disenrollment concerns; identify root causes, offer solutions, and escalate when needed • Support outbound outreach initiatives and service programs • Represent Alignment Healthcare with integrity, positivity, and a serving-heart mindset • Participate in ongoing coaching, feedback, and learning

🎯 Requirements

• 2+ years of customer service, contact center, or member support experience, preferably in healthcare and/or Medicare Advantage • High school diploma or GED required • Relevant college coursework or an Associate/Bachelor’s degree may be considered in lieu of experience • Demonstrated ability to use technology and follow detailed workflow instructions • Proficient in navigating Microsoft Outlook, Word, Excel, CRM, and Contact Center solutions • On-camera presence for training and meetings • Distraction-free workspace and ability to maintain strict confidentiality and HIPAA compliance • Sufficient internet bandwidth and access to Alignment’s systems during scheduled shifts • Properly maintain and have available technology equipment, including headset and keyboard • Clear, concise, warm verbal communication and accurate documentation skills • Empathy, patience, and respect when working with older adults and individuals with disabilities • Minimum typing speed of 40 WPM • Ability to meet KPIs related to attendance, schedule adherence, and quality • Ability to manage high call volumes and complex, emotionally sensitive interactions • Flexibility to work shifts to meet business needs • 3+ years of customer service work experience considered in lieu of degree • Bilingual Spanish, Vietnamese, Korean, Mandarin, or Cantonese strongly preferred • Knowledge of Medicare Advantage, Medi-Cal, or managed care plans preferred