Member Service Guide, Supervisor

🔥 12 hours ago

🇺🇸 United States – Remote

💵 $58k - $67k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

👻 Ghost score 0%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Devoted Health

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2017

🏥 Healthcare

⚕️ Healthcare Insurance

🧘 Wellness

Healthcare • Healthcare Insurance • Wellness

Devoted Health is a healthcare company that offers Medicare Advantage plans designed to provide comprehensive health coverage with added benefits like dental, eyewear, gym memberships, and prescription drugs at competitive rates. The company emphasizes member support and service, ensuring that clients can easily navigate their benefits and access needed healthcare services. Devoted Health is committed to helping customers save money and enhance their health and wellness through a complete package of benefits and support.

📋 Description

• Lead, coach, and develop Guides through tailored plans and constructive feedback • Conduct 1:1s, observations, and call reviews to ensure quality and drive improvement • Assess individual strengths and adapt coaching styles to provide actionable feedback • Foster a psychologically safe, transparent culture that values authenticity • Act as a player-coach when necessary • Guide the team through organizational changes with transparency • Assist in talent acquisition by interviewing and recommending candidates • Manage team metrics including quality, productivity, compliance, and attendance • Communicate the purpose behind metrics to motivate Guides • Address performance gaps promptly with clear paths forward • Ensure adherence to service levels, quality, and compliance standards • Handle escalated interactions professionally and use them as coaching opportunities • Identify process gaps and improve workflows, tools, and member experience • Champion AI and automation, pilot solutions, and enable the team to use them • Partner with cross-functional teams to enhance resolution • Support the broader Guide organization during peak seasons or volume surges • Communicate upward with context and actionable recommendations • Advocate for resources and improvements benefiting the team and members

🎯 Requirements

• Bachelor’s degree (or equivalent experience) • Proven leadership in a metrics-driven call center environment/high volume customer service environment • Demonstrated ability to translate operational data into motivating, actionable coaching • Strong interpersonal skills, empathy, and professionalism to navigate sensitive situations while leading effectively as a hands-on player-coach • Proactive ownership mindset with a focus on continuous improvement • Adaptability, resilience, and a growth mindset in fast-moving environments • Experience managing frontline teams in a contact center or healthcare • Background in health insurance/operations; Medicare Advantage is a plus • Strong analytical skills to spot trends and improvement opportunities • Familiarity with compliance and documentation in highly regulated environments • Bilingual English/Spanish strongly preferred

🏖️ 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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