Responsible for leading and developing a team of Customer Experience Specialists
Deliver compassionate, seamless, and fully accountable service to our members
Champion a culture built on caring connections, true ownership of member issues, and first-call resolution
Ensure Specialists advocate for members, navigate systems effectively, and resolve root causes
Monitor and improve first call resolution performance and follow-through behaviors
Conduct live call monitoring, coaching, and documented feedback sessions focused on empathy, ownership, and resolution
Directly supervise a team of Customer Experience Specialists

Minimum 3 years of customer service experience in healthcare, insurance, or Medicare Advantage
Minimum 2 years of supervisory or team lead experience in a contact center or member services environment
Strong knowledge of Medicare Advantage, Medicare Managed Care, and related regulatory requirements
Demonstrated ability to coach empathy, de-escalation, and service recovery techniques
Proven ability to drive performance in KPIs such as FCR, quality scores, member satisfaction, adherence, and productivity
Ability to interpret data and translate trends into actionable coaching and process improvements
Excellent written and verbal communication skills; ability to communicate complex healthcare information clearly and compassionately
Strong problem-solving and decision-making skills with an ownership mindset
Proficiency in MS Office, CRM systems, and contact center technologies.
High School Diploma or GED.

Customer Experience Supervisor

Key skills