Member Service Guide, Supervisor

Job Description

A bit about this role :

Our Member Service team has the opportunity to make a difference every single day in the complex world of health care. Devoted Health’s Member Service Guides are the main point of support for our members, answering their questions about their health plan benefits, helping them navigate the healthcare system, and listening for opportunities to improve their health or their experience.

We aim to guide every member as we would our own family.

The Member Service Supervisor will be responsible for supervising a team of Guides and improving our service operations. You will be managing and supporting Guides to be successful in providing excellent service to Members, including : performance management, training and coaching, development planning, and team engagement initiatives.

Beyond these formal duties you will help build a culture that enables our Guides to be their best authentic, caring, and emotionally intelligent selves in their interactions with members.

You will develop a deep understanding of our benefit offerings and many of our business processes so that you can help Guides answer questions and solve problems for members.

You will work in an entrepreneurial environment where we are constantly looking to learn what our members need and to develop better ways to serve them.

You will be asked to identify opportunities to delight members and ideas for ways to make our processes and technology better.

Your Responsibilities and Impact will include :

Lead, coach, and manage a diverse team of Member Service Guides to meet performance targets and enhance customer satisfaction.

Conduct regular quality monitoring, feedback sessions, and side-by-side observations to support team development and ensure effective member interactions.

Handle escalated member calls and occasional surges in call volume with professionalism and efficiency.

Analyze historical data to identify trends, close performance gaps, and maintain established service levels.

Advocate for team needs and collaborate cross-functionally to create a fast learning environment focused on member resolution.

Foster a transparent team culture that encourages both positive and constructive feedback and promotes a desire to improve the healthcare experience.

Required skills and experience :

Bachelor’s Degree or equivalent customer-facing and management work experience

Previous experience / exposure to assessing data and metrics to drive performance

Desired skills and experience :

Healthcare and / or Medicare Advantage experience is a plus

Bilingual in Spanish

Leadership experience over a team of 20 + direct reports

Salary : $54,150 - $77,657 / year

Our ranges are purposefully broad to allow for growth within the role over time. Once the interview process begins, your talent partner will provide additional information on the compensation for the role, along with additional information on our total rewards package.

The actual base salary offered may depend on a variety of factors, including the qualifications of the individual applicant for the position, years of relevant experience, specific and unique skills, level of education attained, certifications or other professional licenses held, and the location in which the applicant lives and / or from which they will be performing the job.

Our Total Rewards package includes :

Employer sponsored health, dental and vision plan with low or no premium

Generous paid time off

$100 monthly mobile or internet stipend

Stock options for all employees

Bonus eligibility for all roles excluding Director and above; Commission eligibility for Sales roles

Parental leave program

401K program

And more....

Our total rewards package is for full time employees only. Intern and Contract positions are not eligible.

Healthcare equality is at the center of Devoted’s mission to treat our members like family. We are committed to a diverse and vibrant workforce.

Devoted is an equal opportunity employer. We are committed to a safe and supportive work environment in which all employees have the opportunity to participate and contribute to the success of the business.

We value diversity and collaboration. Individuals are respected for their skills, experience, and unique perspectives. This commitment is embodied in Devoted’s Code of Conduct, our company values and the way we do business.

Benefits

We strive to treat every Member like family and that mindset, applies to our teams too. Expect benefits that support your body,, mind, and well-being now and later.

Comprehensive health plan, 401K retirement plan, Generous vacation and holiday time, Lyra mental health resources, Stockoptions