Member Care Advocate – Supervisor

This is a fully remote position, open to applicants in California.

📋 Description

• Oversee the daily operations of the Member Care Advocate team within the Member Care Queue

• Ensure that advocates connect with the correct member through the appropriate channel within each action window

• Provide immediate support on the floor and assist with complex or sensitive calls as necessary

• Implement the one-outreach-per-7-day consolidation rule and manage exception protocols for acute transitions

• Monitor queue throughput and advocate capacity, identifying bottlenecks or staffing shortages

• Manage a small caseload of members

• Conduct call evaluations, live monitoring, and calibration sessions

• Offer real-time feedback and coaching with comprehensive documentation

• Collaborate with the Manager on team scorecards

• Take ownership of weekly reporting on advocate activities and outcomes

• Identify gaps in scripts, process challenges, and training requirements

• Assist in the recruitment, onboarding, and training of new advocates

• Facilitate daily huddles and team check-ins

• Act as the primary escalation contact for advocate inquiries

• Relay emerging floor trends to the Manager and Quality team

• Aid in scheduling and managing day-to-day capacity planning

• Help ensure accurate outreach history and case documentation

⛳️ Requirements

• Minimum of 2 years in case management, care coordination, digital health coaching, or a related field

• Some background in mentoring, training, or informally leading peers

• Familiarity with HEDIS measures

• Ability to follow and enforce measure-related protocols comfortably

• Experience in coaching or monitoring front-line staff in a metrics-focused environment

• Strong organizational abilities

• Exceptional written and verbal communication skills

• Availability for designated shifts from 8:00 AM PST to 4:00 PM EST

• Capability to sit or stand for extended periods while working at a desk and on a computer

• Legally permitted to work in the United States

• Preferred: experience in a digital health or health technology company

• Preferred: familiarity with care management platforms, CRM tools, or health plan quality reporting systems

🏝️ Benefits

• Opportunity to work remotely

• Comprehensive Paid Time Off

• Generous parental leave program

• Health, dental, and vision insurance coverage

• Flexible spending accounts (FSA) and health savings accounts (HSA)

• Contribute positively to individuals who need it most

• Support from a highly committed team focused on advancing the future of healthcare