Member Service Guide, Supervisor
About The Position
Devoted Health’s Member Services team supports members by answering benefit questions, connecting them with care providers, enrolling them in clinical programs, and helping them navigate the healthcare system. The Member Service Guide Supervisor leads and develops a frontline team of Guides delivering compassionate service through inbound calls or digital channels such as chat, SMS, and the portal. The supervisor must be prepared to lead effectively across these service contexts. The role balances member needs, operational goals, and compliance requirements in a fast-moving environment. It calls for sound professional judgment, empathy, honest communication, curiosity, and a growth mindset. The supervisor may also act as a player-coach, guide the team through organizational change, and support broader Guide organization needs during peak seasons or volume surges.
Requirements
- Bachelor’s degree or equivalent experience.
- Proven leadership in a metrics-driven call center or high-volume customer service environment.
- Demonstrated ability to translate operational data into motivating, actionable coaching.
- Strong interpersonal skills, empathy, and professionalism when navigating sensitive situations.
- Ability to lead effectively as a hands-on player-coach.
- Proactive ownership mindset focused on continuous improvement.
- Adaptability, resilience, and a growth mindset in fast-moving environments.
Nice To Haves
- Experience managing frontline teams in a contact center or healthcare.
- Background in health insurance or operations; Medicare Advantage experience is a plus.
- Strong analytical skills to identify trends and improvement opportunities.
- Bilingual English/Spanish skills are strongly preferred.
- Familiarity with compliance and documentation in highly regulated environments.
Responsibilities
- Lead, coach, and develop Guides through tailored plans and constructive feedback.
- Conduct one-on-ones, observations, and call reviews to ensure quality and drive improvement.
- Assess individual strengths and adapt coaching approaches to provide actionable feedback.
- Foster a psychologically safe and transparent culture that values authenticity.
- Act as a player-coach when necessary.
- Guide the team through organizational changes with transparency.
- Assist with talent acquisition by interviewing and recommending candidates.
- Manage quality, productivity, compliance, and attendance metrics to drive improvement.
- Explain the rationale behind metrics to motivate Guides.
- Address performance gaps promptly and provide clear paths forward.
- Ensure consistent adherence to service levels, quality, and compliance standards.
- Handle escalated interactions professionally and use them as coaching opportunities.
- Maintain personal accountability and establish fair, consistent expectations for the team.
- Identify process gaps and improve workflows, tools, and the member experience.
- Champion AI and automation by piloting solutions and enabling the team to use them.
- Partner with cross-functional teams to improve resolution.
- Support broader Guide organization needs during peak seasons or volume surges.
- Communicate upward with context and actionable recommendations.
- Advocate for resources and improvements that benefit the team and members.
Benefits
- Employer-sponsored health, dental, and vision plans with low or no premiums.
- Generous paid time off.
- $100 monthly mobile or internet stipend.
- Stock options for all employees.
- Bonus eligibility for roles below Director; commission eligibility for Sales roles.
- Parental leave program.
- 401(k) program.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
