Customer Experience Specialist Las Vegas, NV
Job Location:
Las Vegas, NV - USA
Monthly Salary:
Posted:
Application Deadline:
Vacancies:
Job Summary
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 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; however candidates must be located in Las Vegas NV for consideration.
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.
Job Duties/Responsibilities:
Build caring connections with every member by always leading with empathy patience and respect ensuring members feel heard supported and valued throughout every interaction.
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.
Deliver exceptional service by consistently exceeding member expectations and reinforcing a culture focused on trust compassion and first-call resolution.
Accurately respond to member inquiries regarding benefits eligibility services policies and procedures in a clear confident and member-friendly manner.
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.
Job 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.
*Candidates must reside in Las Vegas NV for consideration.
Hourly Rate: $20
Experience:
2 years of customer service contact center or member support experience preferably in healthcare and/or Medicare Advantage.
Relevant college coursework or an Associate/Bachelors degree may be considered in lieu of experience.
Education:
High school diploma or GED required.
College degree Associates or Bachelors preferred. 3 years of customer service work experience considered in lieu of degree.
Training:
Required: Demonstrated ability to use technology and follow detailed workflow instructions.
Specialized Skills:
Required:
Proficient in navigating multiple systems simultaneously including Microsoft Outlook Word Excel CRM and Contact Center solutions.
On camera presence for 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 Alignments systems during scheduled shift.
Proper care and availability of technology equipment such as headsets keyboard to perform responsibilities without impact on operational and scheduled shift requirements.
Clear concise and warm verbal communication skills with the ability to explain complex information simply and compassionately and ability to document interactions accurately
Demonstrated empathy patience and respect when working with older adults and individuals with disabilities.
Minimum typing speed of 40 WPM.
Comfortable working in a culture of continuous coaching feedback and performance improvement to meet defined KPIs related to attendance schedule adherence and quality.
Ability to manage high call volumes while handling complex emotionally sensitive interactions.
Flexibility to work shifts to meet business needs.
Strongly Preferred:
Bilingual (Spanish Vietnamese Korean Mandarin or Cantonese) strongly preferred.
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.
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 talk or hear. The employee regularly is required to stand walk sit use hand to finger handle or feel objects tools or controls; and reach with hands and arms.
The employee frequently lifts and/or moves up to 10 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.
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 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 you feel that you have been the victim of a scam such as this please report the incident to the Federal Trade Commission at If you would like to verify the legitimacy of an email sent by or on behalf of Alignment Healths talent acquisition team please email.
Required Experience:
IC
