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Salary: USD 31 - 34 / hourly
Wellth is a fast-growing digital health company on a mission to motivate people living with chronic conditions to make healthier choices through behavioral economics, habit science, and technology. The company works with Medicare and Medicaid populations and has demonstrated significant results—reducing hospitalizations by over 40%—with major insurers and health systems.
As Member Care Advocate Supervisor, you will lead the day-to-day floor operations of the Member Care Advocate (MCA) team, reporting to the Member Care Advocate Manager. This is a hands-on, floor-facing leadership role where you own the execution of care strategy on the ground every day.
You will supervise the MCA team's work in the Member Care Queue, ensuring advocates reach the right member through the right channel within each measure's action window. You'll provide real-time floor support—answering advocate questions, unblocking issues, and stepping into complex or sensitive calls as needed. You'll monitor daily queue throughput and advocate capacity, flagging bottlenecks or staffing gaps to the Manager before they become backlogs. You'll also carry a small caseload of your own to stay close to the work you're managing.
You will conduct call reviews, live monitoring, and calibration sessions to ensure advocates follow approved scripts, decision trees, and escalation guides. You'll deliver real-time feedback and coaching with clear documentation to support one-on-ones and performance conversations. You'll partner with the Manager on team scorecards and own weekly reporting of advocate activity and outcomes. You'll surface recurring script gaps, process friction, or training needs to the Manager with concrete examples.
You will support the Manager in hiring, onboarding, and training new Member Care Advocates. You'll lead daily huddles and team check-ins, communicating priority shifts, cohort changes, and escalation updates. You'll build a team culture of accountability, clinical curiosity, and member-centered communication, serving as the first point of escalation for advocate questions.
You'll communicate emerging trends from the floor—member barriers, script issues, recurring objections—to the Manager and Quality team. You'll support capacity planning across the team and help maintain accurate outreach history and case documentation.
This role requires availability for designated shifts to ensure coverage between 8:00 AM PST and 4:00 PM EST. Shift assignments depend on team coverage needs, employee location, and time zone.
REQUIREMENTS:
- 2+ years in case management, care coordination, digital health coaching, or similar, including some experience mentoring, training, or informally leading peers
- Working knowledge of HEDIS measures and comfort following and enforcing measure-related protocols
- Experience coaching or monitoring front-line staff in a metrics-driven environment
- Strong organizational skills—able to keep a daily queue moving and juggle multiple priorities without dropping the ball
- Excellent written and verbal communication—can coach an advocate through a tough call and also document it clearly afterward
PREFERRED EXPERIENCE:
- Experience in a digital health or health tech company, working at the intersection of technology product and human care delivery
- Experience with care management platforms, CRM tools, or health plan quality reporting systems
