IHA - Contact Center Lead

Advantmed

19h

About The Position

Advantmed is seeking an experienced and results-oriented Member Engagement Supervisor to lead a team of Healthcare Member Engagement Specialists responsible for connecting health plan members with valuable healthcare services and health assessment programs. The Member Engagement Supervisor is accountable for driving team performance, developing employee capabilities, ensuring compliance with quality standards, and delivering exceptional member experiences. This role combines leadership, coaching, workforce management, and performance optimization to achieve organizational goals related to member engagement, appointment conversion, quality, and operational efficiency. The ideal candidate is a hands-on leader who excels at developing people, analyzing performance trends, and creating a culture of accountability, continuous improvement, and service excellence. About Advantmed Advantmed partners with health plans and providers to improve healthcare outcomes through innovative risk adjustment, quality improvement, and health assessment solutions. Through our member engagement programs, we help individuals access preventive care services, close care gaps, and improve their overall health outcomes while supporting continuity of care with their primary care providers.

Requirements

Bachelor's degree preferred or equivalent combination of education and experience.
Minimum 3-5 years of experience in call center, customer engagement, healthcare outreach, sales, retention, or related operations.
Minimum 1-2 years of leadership, supervisory, or team lead experience.
Demonstrated success leading teams in a performance-driven environment.
Experience managing productivity, quality, and customer experience metrics.
Strong analytical, organizational, and problem-solving skills.
Advanced proficiency with Microsoft Office applications and operational reporting tools.

Nice To Haves

Healthcare, health plan, Medicare, Medicaid, risk adjustment, or population health experience.
Experience leading appointment-setting, member engagement, retention, customer service, or inside sales teams.
Workforce management and scheduling experience.
Quality assurance, coaching, or training experience.
Knowledge of HIPAA and healthcare compliance requirements.

Responsibilities

Lead, coach, and develop a team of Healthcare Member Engagement Specialists.
Foster a high-performance culture focused on member experience, quality, accountability, and results.
Conduct regular coaching sessions, performance discussions, and career development conversations.
Recognize and reward strong performance while addressing performance concerns in a timely manner.
Support onboarding, training, and ongoing employee development initiatives.
Monitor and manage team performance against established key performance indicators (KPIs), including: Appointment conversion rates, Contact rates, Schedule adherence, Productivity, Quality scores, Attendance and reliability, Member satisfaction metrics.
Analyze operational data and identify trends impacting team performance.
Develop and execute action plans to improve individual and team results.
Hold employees accountable for meeting established performance expectations.
Ensure team members effectively educate, engage, and motivate health plan members to participate in Advantmed health assessment programs.
Promote best practices related to rapport building, objection handling, consultative communication, and member advocacy.
Monitor member interactions to ensure a consistent, high-quality experience.
Support escalation resolution and complex member situations as needed.
Partner with Quality Assurance teams to improve performance and maintain consistency.
Ensure adherence to HIPAA regulations, client requirements, company policies, and operational procedures.
Review quality results and implement targeted coaching and development plans.
Identify and mitigate operational, compliance, and member experience risks.
Manage staffing levels, schedules, and resource allocation to meet business objectives.
Monitor team productivity and operational efficiency.
Participate in forecasting, workforce planning, and capacity management activities.
Support implementation of new programs, processes, and operational initiatives.
Prepare and communicate performance results, operational updates, and improvement plans.
Collaborate with Operations, Quality, Training, Workforce Management, and Leadership teams to drive business outcomes.
Use data-driven decision-making to improve engagement effectiveness and operational performance.
Participate in strategic initiatives and special projects as assigned.