Member Care Advocate – Supervisor
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Job Description
Member Care Advocate Supervisor leading daily outreach, coaching, and quality operations. Helping Wellth, a digital health company, improve outcomes for underserved chronic-condition populations.
Responsibilities:
- Supervise the Member Care Advocate team's daily work in the Member Care Queue
- Ensure advocates reach the right member through the right channel within each measure's action window
- Provide real-time floor support and step into complex or sensitive calls as needed
- Enforce the one-outreach-per-7-day consolidation rule and exception protocols for acute transitions
- Monitor queue throughput and advocate capacity, flagging bottlenecks or staffing gaps
- Carry a small caseload of members
- Conduct call reviews, live monitoring, and calibration sessions
- Deliver real-time feedback and coaching with clear documentation
- Partner with the Manager on team scorecards
- Own weekly reporting of advocate activity and outcomes
- Surface script gaps, process friction, and training needs
- Support hiring, onboarding, and training of new advocates
- Lead daily huddles and team check-ins
- Serve as the first escalation point for advocate questions
- Communicate emerging floor trends to the Manager and Quality team
- Support scheduling and day-to-day capacity planning
- Help maintain accurate outreach history and case documentation
Requirements:
- 2+ years in case management, care coordination, digital health coaching, or similar
- Some experience mentoring, training, or informally leading peers
- Working knowledge of HEDIS measures
- Comfort following and enforcing measure-related protocols
- Experience coaching or monitoring front-line staff in a metrics-driven environment
- Strong organizational skills
- Excellent written and verbal communication
- Availability for designated shifts covering 8:00 AM PST to 4:00 PM EST
- Prolonged periods of sitting and/or standing at a desk and working on a computer
- Legally authorized to work in the United States
- Preferred: experience in a digital health or health tech company
- Preferred: experience with care management platforms, CRM tools, or health plan quality reporting systems
Benefits:
- Working remotely
- Robust Paid Time Off
- Generous parental leave program
- Health, dental, and vision insurance
- FSA/HSA plans
- Positive impact on people who need it most
- Support of a highly dedicated team focused on building the future of healthcare
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