Apply on Employer Site

Clover Health · 3 hours ago

Customer Experience Lead

Houston, Texas, United States

Full-time

Onsite

Mid, Senior Level

4+ years exp

Clover Health is committed to providing high-quality, affordable healthcare plans for America’s seniors. As a Customer Experience Lead, you will manage a team of agents to deliver exceptional service to Medicare Advantage members and providers, focusing on coaching, performance management, and operational excellence.

Health CareHealth InsuranceHospitalMedical

Responsibilities

Lead and develop a team of 8–10 Customer Experience Agents through ongoing coaching, mentoring, and performance management, fostering a culture of accountability, empathy, and high-quality service

Drive operational excellence by leading daily huddles, one-on-ones, and team check-ins to align on goals and resolve escalated or complex issues swiftly, ensuring exceptional member and provider experiences

Oversee team performance and compliance by monitoring KPIs (quality, satisfaction, efficiency), ensuring adherence to SOPs and regulatory standards, and leveraging AI tools for call quality, sentiment insights, and self-service optimization

Collaborate cross-functionally and with leadership to resolve complex issues, streamline processes, and optimize scheduling, staffing, and workload balance for peak operational effectiveness

Drive continuous improvement and change initiatives by collecting and sharing insights from team and customer interactions, amplifying the voice of the customer to inform leadership decisions, and supporting system rollouts, workflow enhancements, and training updates

Qualification

Call center experienceCoachingTeam leadershipMentoringIVR systemsCustomer engagement platformsEmpathyAccountabilityOrganizational skillsCommunication skillsProblem-solving skills