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 Member Experience Associate is a key member of the Member Services team that helps directly support our members, the majority of which are older adults and/or individuals with disabilities. The individual in this role will be responsible for delivering exceptional customer service and supporting a member-focused culture by addressing inquiries, resolving issues, and ensuring a positive experience with the organization.

If you're ready to grow your career while making a lasting impact, Join us.

Training Schedule:

Monday -Friday, 8:00 AM to 5:00 PM (PST) for the first 5 weeks of employment.

 

Post-Training Work Schedule:
After training is completed, shifts will be assigned based on business needs. Candidates must have full availability including, but not limited to, being able to work any of the following shifts, all shifts below are PST:

• 8:00 AM – 4:30 PM
• 8:30 AM – 5:00 PM
• 9:00 AM - 5:30 P.M.
• 10:00 AM - 6:30 P.M.
• 11:00 AM - 7:30 P.M.
• 3:30 P.M. - 12:00 A.M. 

*Overnight shifts may be added as business needs change

Hourly Rate: $20 / $21 (CA & NY)

General Duties/Responsibilities (May include but are not limited to): 

• Provide outstanding customer service by consistently exceeding member expectations and promoting a culture committed to delivering a superior member experience. 

• Respond to member inquiries and concerns by offering accurate and timely information regarding organizational procedures, benefits, services, and policies. 

• Assist members with requests related to provider network changes, transportation services, and other support needs, ensuring all requests are handled efficiently and appropriately. 

• Answer incoming member calls within the department’s established timeframes, thoroughly documenting all relevant details, including caller information, inquiry type, actions taken, and resolution provided. 

• Maintain accurate and up-to-date records by documenting all member interactions, supporting effective follow-up and issue resolution. 

• Proactively address and attempt to resolve member disenrollment or cancellation requests, complaints, and grievances, while ensuring concerns are addressed with professionalism and appropriate follow-through. 

• Support member outreach initiatives and program implementations as required to enhance engagement and service delivery. 

• Represent the organization in a positive manner by consistently demonstrating professional behavior, a helpful attitude, and adherence to exemplary customer service standards. 

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.   

• Minimum Experience:  

2 or more years in customer service, telemarketing, or other call center experience, preferably in healthcare and/or Medicare Advantage. 

Education/Licensure: 

• High school diploma or general education degree (GED) 

• College degree (i.e., Associate or Bachelor’s Degree) considered in lieu of work experience if less than 2 years 

Other:  

• Bilingual in Spanish/Vietnamese/Korean, Mandarin/Cantonese) preferred 

• Excellent communication skills, oral and written  

• Strong empathy, compassion, patience, and respect for older adults and adults with disabilities 

• Knowledge of Medi-Cal, Commercial, and Medicare Managed Care Plans preferred 

• Ability to handle large call volume while handling complex calls 

• Organized, self-starter with excellent problem-solving skills  

• Minimum typing 40 WPM  

• Proficient in using multiple software applications concurrently to complete tasks efficiently in a fast-paced environment. 

• Experience using Microsoft Outlook, Word, Excel 

• Ability to work in an environment where continuous coaching and feedback is the standard practice. 

• Ability to maintain confidentiality with member HIPAA (Health Insurance Portability and Accountability Act) 

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 accommodation 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 sit; use hands to finger, handle, or feel and talk or hear. 
• The employee is frequently required to walk, stand; reach with hands and arms. 
• The employee is occasionally required to climb or balance and stoop, kneel, crouch, or crawl. 
• The employee must occasionally lift and/or move up to 20 pounds. 
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus. 
• Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. 
• The noise level in the work environment is usually moderate. 

Pay Range: $41,600.00 - $57,600.00

Pay range may be based on a number of factors including market location, education, responsibilities, experience, etc.

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 careers@ahcusa.com.