Member Service Guide, Supervisor

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  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.

• 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.

• 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.

• Experience managing frontline teams in a contact center or healthcare.
• Background in health insurance/operations (Medicare…