Member Experience Lead-Remote

Remote Member Experience & Engagement Lead Responsible for ensuring team members possess the skills and training necessary to manage member inquiries, call handling, and performance monitoring. This role supports inbound and outbound call experience and leads special projects or VIP member issues. General Duties / Responsibilities Act as subject‑matter expert for procedures, protocols, benefits, services, and any other necessary information to resolve member issues and inquiries. Lead any specific projects, products, regions, or other specializations as assigned, including complex or VIP member issues. Assume the tier two 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 onboarding of entry‑level staff, including nesting and quality assurance of live call monitoring during the training period as required. Collaborate with the Trainer and QA Specialist in identifying training needs; participate in regular meetings with management to report call trends and identify opportunities for team improvement. Maintain confidentiality and uphold standards for privacy, data integrity, and security. Encourage a spirit of cooperation, teamwork, and accountability among all department employees. Perform other duties as assigned. Minimum Requirements Minimum three (3) years of customer service experience. Preferred 5+ years of customer service experience. Healthcare experience. Previous lead experience. High School Diploma or GED required; college courses preferred. Knowledge of Medicare Managed Care Plans, 40+ words per minute typing, 10‑key touch. Excellent written and oral communication skills, positive professional demeanor, and ability to lead, teach, and collaborate. Mathematical skills: addition, subtraction, multiplication, and division with two‑digit numbers, American units of money, weight, volume, and distance. Reasoning skills: apply common sense to detailed instructions; prioritize multiple tasks, advanced problem‑solving, develop solutions. Problem‑solving, organizational and time‑management skills; ability to work in a fast‑paced environment. Preferred bi‑lingual (English/Spanish). No licensure required. Pay Range $44,790.00 - $67,185.00 (may vary by location, education, experience, responsibilities). Equal Opportunity/Affirmative Action 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. #J-18808-Ljbffr E2E Alignment Healthcare USA, LLC