Member Service Guide, Supervisor

Job Description

A bit about this role:

Our Member Services team has the opportunity to make a difference every single day in the complex world of healthcare. Devoted Health’s Guides are the primary point of support for our members - answering benefit questions, connecting them with care providers, enrolling them in clinical programs, and navigating the healthcare system alongside them. We aim to treat every member as we would our own family. As a Supervisor, you are the person who makes that possible at scale.

In this role, you will lead and develop a frontline team of Guides who deliver high-quality, compassionate service across inbound OR digital channels. Depending on your placement, your team may focus on direct member service in our inbound call center OR our digital call center (Chat, SMS, Portal) avenues - and you should be prepared to lead effectively across any of these contexts. What stays constant is your commitment: building a team where Guides can bring their authentic and caring selves to every interaction, and where every member feels genuinely supported.

This role requires sound professional judgment, a genuine passion for developing people, and the ability to balance member needs, operational goals, and compliance requirements in a fast-moving environment. You’ll succeed here if you lead with empathy, communicate with honesty, thrive in complexity, and approach every challenge with curiosity and a growth mindset.

Your responsibilities and impact will include:

People leadership and team development:

• Lead, coach, and develop Guides through tailored plans and constructive feedback.
• Conduct 1:1s, observations, and call reviews to ensure quality and drive improvement.
• Assess individual strengths and adapt coaching styles to provide actionable feedback.
• Foster a psychologically safe, transparent culture that values authenticity.
• Act as a player-coach when necessary.
• Guide the team through organizational changes with transparency.
• Assist in talent acquisition by interviewing and recommending candidates.
  

Performance management and operational excellence:

• Manage team metrics (quality, productivity, compliance, attendance) to drive improvement.
• Communicate the "why" behind metrics to motivate Guides.
• Address performance gaps promptly with clear paths forward.
• Ensure consistent adherence to service levels, quality, and compliance standards.
• Handle escalated interactions professionally, using them as coaching opportunities.
• Maintain accountability for yourself and ensure fair, consistent expectations for your team.
  

Operations, innovation, and cross-functional collaboration:

• Identify process gaps and improve workflows, tools, and member experience.
• Champion AI and automation, piloting solutions and enabling your team to use them.
• Partner with cross-functional teams to enhance resolution.
• Support broader Guide organization needs during peak seasons or volume surges.
• Communicate effectively upward by providing context and actionable recommendations.
• Advocate for resources and improvements that benefit both the team and members.
  

Required skills and experience:

• Bachelor’s degree (or equivalent experience) with proven leadership in a metrics-driven call center environment/high volume customer service environment, and a demonstrated ability to translate operational data into motivating, actionable coaching.
• Strong interpersonal skills, empathy, and professionalism to navigate sensitive situations while leading effectively as a hands-on player-coach.
• Proactive ownership mindset with a focus on continuous improvement.
• Adaptability, resilience, and a growth mindset in fast-moving environments.
  

Desired skills and experience:

• Experience managing frontline teams in a contact center or healthcare.
• Background in health insurance/operations (Medicare Advantage is a plus).
• Strong analytical skills to spot trends and improvement opportunities.
• Bilingual (English/Spanish) strongly preferred.
• Familiarity with compliance and documentation in highly regulated environments.

Salary: $58,000 - $67,000 / year

The pay range listed for this position is the range the organization reasonably and in good faith expects to pay for this position at the time of the posting. 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 will 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.

Founded in 2017, Devoted Health is on a mission to dramatically improve the health and well-being of older Americans by caring for everyone like they are family, and that includes our employees. Our robust and seamlessly integrated care platform merges advanced data and AI access with world-class clinical and service experiences to create a member experience that is unlike the industry norm. To continue building upon our mission, we want to bring together those who share our values, embrace change and advancement, and are enthusiastic about where we're going - all the while bringing their own unique qualities, experiences, and expertise, in hopes of further changing the healthcare experience.

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.

As an Equal Opportunity Employer, the Company does not discriminate on the basis of race, color, religion, sex, pregnancy status, marital status, national origin, disability, age, sexual orientation, veteran status, genetic information, gender identity, gender expression, or any other factor prohibited by law. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment.