Member Care Advocate Supervisor
W
WellthDigital Health
Remote within the United States, 8:00 AM PST to 4:00 PM ESTFull-TimeManager
Salary31 - 34 USD per hour
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Job Details
- Experience
- 2+ years
- Required Skills
- Quality AssuranceCoachingCRM
Requirements
- 2+ years of experience in case management, care coordination, digital health coaching, or similar.
- Demonstrated experience mentoring, training, or informally leading peers.
- Working knowledge of HEDIS measures and related protocols.
- Experience coaching or monitoring front-line staff in a metrics-driven environment.
- Strong organizational skills to manage daily queues and multiple priorities.
- Excellent written and verbal communication skills.
- Ability to work assigned shifts within the 8:00 AM PST to 4:00 PM EST window.
- Proficiency with computer systems for remote work and desk-based operations.
- Experience with care management platforms, CRM tools, or health plan quality reporting systems (preferred).
Responsibilities
- Supervise daily operations and queue execution of the Member Care Advocate team.
- Provide real-time floor support including answering questions and coaching advocates on complex calls.
- Monitor daily throughput, flag bottlenecks, and ensure adherence to outreach protocols.
- Perform quality assurance through call reviews, live monitoring, and calibration sessions.
- Deliver feedback, maintain performance documentation, and support team development.
- Carry a small personal caseload to maintain first-hand experience.
- Coordinate with the manager on hiring, onboarding, and daily capacity planning.
- Surface operational trends, script gaps, and member feedback to leadership.
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