Care Pathway Guide Supervisor
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Job Description
Care Pathway Guide Supervisor leading healthcare member advocacy teams at Devoted Health. Coaching staff, managing escalations, and improving care service operations.
Responsibilities:
- Lead, coach, and mentor a team of Care Pathway Guides, providing real-time feedback and growth opportunities
- Oversee team performance and adherence to workflows, protocols, and quality standards
- Manage escalations and guide team members in problem resolution and member advocacy
- Collaborate with other departments to streamline processes and enhance the member experience
- Analyze performance metrics to identify trends and drive continuous improvements in service delivery and operational efficiencies
- Identify areas for service enhancement and contribute to process innovation and policy development aimed at improving member outcomes
- Collaborate with clinical colleagues and cross-functional teams on Next Best Actions (NBA) and CTM reduction efforts
- Lead through change while maintaining advocacy and operational excellence
Requirements:
- Proven Member Service Supervisor experience in a team environment with a focus on coaching, performance management, and development
- Strong analytical skills with the ability to use data to identify trends, gaps, and opportunities for improvement
- Ability to lead a team through change and encourage innovation to enhance service delivery
- Previous experience in service operations or healthcare-related fields
- Excellent communication and interpersonal skills, with the ability to handle complex and sensitive situations with professionalism and empathy
- Experience in healthcare, care coordination, or Medicare Advantage is a plus
- Familiarity with healthcare terminology and clinical processes
- Bilingual in Spanish is a plus
- Leadership experience over a team of 20+ direct reports
Benefits:
- Employer sponsored health, dental and vision plan with low or no premium
- Generous paid time off
- $100 monthly mobile or internet stipend
- Stock options for all employees
- Bonus eligibility for all roles excluding Director and above
- Commission eligibility for Sales roles
- Parental leave program
- 401K program
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