Lead, Health Advocacy Governance
Core
Lead a team of Health Customer Service Representatives and Officers to manage aftersales health inquiries, ensuring high-quality support and customer satisfaction.
Role type
Senior team lead / manager for health customer advocacy
Builds
Health customer support services and operational governance
Domain
Insurance / Healthcare operations
Required skills
Team leadership, performance management, stakeholder management, conflict resolution, process improvement, change management, data analysis, training design, cross-functional collaboration
Preferred skills
Healthcare operations background, health insurance product knowledge, claims processing expertise, inpatient case management experience
Technologies
None stated
Responsibilities
Set performance expectations and KPIs for the team; Monitor case handling quality and customer sentiment; Conduct coaching and performance reviews; Manage escalated cases and cross-functional problem resolution; Design and deliver training programs; Align team standards and documentation; Build relationships with stakeholders (Claims, Legal, Finance, TPAs, Vendors); Provide operational reports to leadership.
Seniority
Senior, hands-on IC with management responsibilities