Member Care Advocate – Supervisor

🔥 2 minutes ago

🏄 California – Remote

🏄 California – Remote

💵 $31 - $34 / hour

⏰ Full Time

🟢 Junior

🟡 Mid-level

🚫👨‍🎓 No degree required

👻 Ghost score 0%

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Wellth

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2014

🏥 Healthcare

⚕️ Healthcare Insurance

☁️ SaaS

💰 $36M Series C - Wellth on 2025-08

Healthcare • Healthcare Insurance • SaaS

Wellth is a science-backed daily care motivation platform that engages people who struggle with care-plan adherence by delivering behavioral nudges and financial rewards via an app. It partners with Medicare Advantage plans, Medicaid programs, providers, employers and ACA marketplace organizations to improve medication adherence, increase screenings and appointments, lower high-cost utilization, and boost quality/star ratings while reducing overall cost of care.

📋 Description

• 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