Advocacy Operations Manager

Angle Health•San Francisco, CA

About The Position

At Angle Health, we believe the healthcare system should be accessible, transparent, and easy to navigate. As an AI-native, integrated healthcare company, we are replacing legacy systems with modern infrastructure to deliver members and patients the care they need when they need it. If you want to build the future of healthcare, we'd love for you to join us. Position Summary The Advocacy Operations Manager oversees the day-to-day operations of the Advocacy Team, ensuring members receive timely, accurate, and compassionate support. This role manages Advocates handling inbound and outbound calls, provides real-time guidance, and ensures escalated and high-touch member situations are resolved effectively. The manager plays a critical role in onboarding and training new advocates, maintaining service quality, and supporting complex member needs prior to and during advocacy enrollment.

Requirements

3+ years experience managing a customer service, advocacy, or call center–based team, with a strong understanding of ticketing systems and call center metrics
3+ years of experience in health insurance operations
Strong understanding of operational workflows and member’s care coordination
Ability to coach, train, and support team members in a fast-paced environment
Excellent communication and soft skills with a natural ability to connect with customers with kindness and empathy
Excellent problem-solving, and organizational skills
Comfortable handling escalations and sensitive member situations
Calm under pressure
Highly organized and detail-oriented
Empathetic, member-first mindset
Strong decision-making and prioritization skills

Responsibilities

Supervise and support a team of Advocacy Representatives handling member calls and tickets
Provide real-time coaching, guidance, and issue resolution to advocates during daily operations
Serve as a point of escalation for complex, sensitive, or high-touch member cases
Lead onboarding and training for new advocates
Develop and maintain training materials, workflows, and reference guides
Ensure new advocates are prepared to independently manage calls, tickets, and follow-ups
Manage advocate schedules to ensure adequate phone coverage and workload balance
Oversee ticket assignment, prioritization, and follow-through
Direct advocates on appropriate follow-up actions, including provider, carrier, and vendor outreach
Handle escalated member situations requiring elevated attention and coordination
Provide hands-on support for high-touch members prior to advocacy enrollment
Monitor advocacy workflows to ensure consistency and adherence to service standards
Identify trends, recurring issues, and operational gaps; recommend improvements
Partner with leadership and cross-functional teams to improve advocacy processes and outcomes