Member Engagement Supervisor
Core
Supervise and coach a team of Care Advocates in a call center environment to improve member engagement, scheduling, and care coordination outcomes.
Role type
Senior IC Member Engagement Supervisor (Call Center)
Builds
Member engagement outcomes and care coordination workflows for healthcare members
Domain
Healthcare / Specialty Care / Contact Center Operations
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
Real-time coaching, performance management, team scheduling, hiring support, process improvement, data analysis, policy adherence, cross-functional collaboration
Preferred skills
Healthcare or insurance experience, case management knowledge, bilingual English-Spanish, contact center tools proficiency
Technologies
Salesforce, Five9, reporting dashboards
Responsibilities
Coach Care Advocates in real-time on calls and provide live feedback, manage team schedules and monthly performance reports, assist in hiring and onboarding new advocates, handle escalated member inquiries, collaborate with Training and Ops to improve processes, measure team performance against metrics
Seniority
Mid-level, hands-on IC
