Remote Customer Experience Specialist

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 Customer Experience Specialist plays a critical role in delivering compassionate, seamless service to our valued members — primarily older adults and individuals with disabilities. This role goes beyond answering questions; it is about building caring connections, owning the member experience, and always resolving issues completely and correctly the first time. This is a remote role that requires compliance to work only within the contiguous US. Customer Experience Specialists take personal responsibility for each interaction — listening deeply, advocating for the member, navigating complex systems, and following through until resolution is achieved. Every contact is an opportunity to make health care easier, clearer, and more supportive for our members. **Hourly Rate: $20 / $21 (CA \& NY)** **Responsibilities** * Own each member interaction end\-to\-end, taking accountability to resolve inquiries during the initial contact and ensuring clear follow\-through when additional steps are required. * Accurately respond to member inquiries regarding benefits, eligibility, services, policies, and procedures while delivering exceptional service, reinforcing a culture focused on trust, compassion, and first\-call resolution. * Assist members with provider network and claim/reimbursement inquiries, benefit questions related to transportation, food, dental and other support services and needs, proactively identifying solutions and next steps. * Answer incoming contacts within established service levels while always managing complex and sensitive situations with professionalism and care. * Thoroughly document all member interactions, actions taken, and outcomes in real time to ensure accuracy, continuity of care and effective resolution. * Proactively address member complaints, grievances, and disenrollment concerns with goal to resolve by listening for root causes, offering solutions, and escalating appropriately when needed. * Support outbound outreach initiatives and service programs designed to improve engagement, education, and overall member experience. * Represent Alignment Healthcare with integrity and positivity, modeling a serving\-heart mindset and commitment to excellence in every interaction. * Participate actively in ongoing coaching, feedback, and learning to continuously strengthen service skills and member advocacy. **Requirements:** **Experience** * 2\+ years of customer service, contact center, or member support experience **Preferred Experience** * Knowledge of Medicare Advantage, Medi\-Cal, or managed care plans preferred. * Strong problem\-solving skills with a proactive, ownership\-driven mindset. * Organized, self\-motivated, and comfortable working in a fast\-paced environment. **Education** * High school diploma or GED required. * College degree, Associate’s or Bachelor’s preferred or any equivalent combination of education and work experience **Required Specialized Skills** * Minimum typing speed of 40 WPM. * Proficient in navigating multiple systems simultaneously, including Microsoft Outlook, Word, Excel, CRM and Contact Center solutions. * On camera presence for 100% Remote training, one on one, team and group meetings. * Workspace must be free of distractions with the ability to maintain strict confidentiality and compliance with HIPAA regulations. * Sufficient internet bandwidth and access to connect with Alignment’s systems during scheduled shift. * Ability to manage high call volumes and provide clear, concise and warm verbal communication skills while explaining complex information simply and compassionately * Demonstrated empathy, patience, and respect when working with older adults and individuals with disabilities. * Comfortable working in a culture of continuous coaching, feedback, and performance improvement to meet defined KPIs related to attendance, schedule adherence and quality. * Flexibility to work shifts to meet business needs. **What’s Next?** Step 1: Application \& Resume Review Our recruiting team will review your application and resume. Please ensure all information is current and complete. Step 2: Screening Questionnaire Qualified candidates will receive an email from our Staffing team with a screening questionnaire and task to complete an internet speed test. Step 3: Phone Interview Selected candidates will participate on a phone interview and a live typing test with the Recruiter. Step 4: Video Interview Qualified candidates will receive an email from our Staffing team with a link to complete a video interview. Step 5: Background Screening Final candidates will undergo a background check as part of the pre\-employment process. 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.