Member Care Advocate Supervisor

ABOUT WELLTH Wellth is a fast-growing, growth-stage digital health company headquartered in Los Angeles. Our mission is to motivate people living with chronic conditions to make healthier choices, every single day. We use behavioral economics, habit science and technology to motivate lasting behavior change in some of the highest need and most underserved populations in the US (Medicare and Medicaid), drastically changing their quality of life and health outcomes. We have demonstrated results with several large insurers and health systems (e.g. reducing hospitalizations by over 40%), and are now rapidly scaling. Our goal is to be the category leader in improving health outcomes for hard-to-engage populations. A key difference at Wellth compared to other digital health companies is that our users (Members) actually use Wellth every single day - think TikTok tier daily engagement (and data generation!). But most importantly, our work quite literally saves lives by stabilizing chronic disease patients and preventing disease progression, hospitalization, and other bad outcomes. We are a mission-driven company where you work with incredible talent and see tangible differences directly from your impact and influence. The Member Care Advocate (MCA) team is where that mission becomes a daily phone call, a completed screening, a closed care gap. As Supervisor, you'll lead the advocates who make those calls happen, keeping the team's day-to-day execution sharp, consistent, and member-centered as Wellth continues to grow. ABOUT THE ROLE The Member Care Advocate Supervisor runs the day-to-day floor operations of the MCA team, reporting to the Member Care Advocate Manager. Where the Manager owns the strategy behind risk stratification and measure prioritization, you own making sure that strategy actually happens on the ground every day — advocates working the right queues, calls meeting quality standards, and issues getting caught and coached in real time. This is a hands-on, floor-facing leadership role. You'll spend your day split between live coaching, call reviews, queue monitoring, and being the first line of support when an advocate hits something they haven't seen before. You'll also carry a small caseload of your own, so you stay close to the work you're managing. WHAT YOU’LL DO Daily Team Leadership & Queue Execution - Supervise the MCA team's daily work in the Member Care Queue, making sure advocates reach the right member, through the right channel, within each measure's action window. - Provide real-time floor support — answering advocate questions, unblocking issues, and stepping into complex or sensitive calls as needed. - Enforce the one-outreach-per-7-day consolidation rule and apply exception protocols for members in acute transitions (post-discharge, recent diagnosis, medication change). - Monitor daily queue throughput and advocate capacity, flagging bottlenecks or staffing gaps to the Manager before they become backlogs. - Personally carry a small caseload of members, keeping your own coaching grounded in current, first-hand call experience. Quality Assurance & Coaching - Conduct call reviews, live monitoring, and calibration sessions to ensure advocates are following approved scripts, decision trees, and escalation guides. - Deliver real-time feedback and coaching, and keep clear documentation to support one-on-ones and performance conversations. - Partner with the Manager on team scorecards, and own the weekly reporting of advocate activity (contacts, completions) and outcomes (measure closures, re-engagement). - Surface recurring script gaps, process friction, or training needs to the Manager, with concrete examples pulled from call reviews. Team Leadership & Development - Support the Manager in hiring, onboarding, and training new Member Care Advocates. - Lead daily huddles and team check-ins, communicating priority shifts, cohort changes, and escalation updates. - Build a team culture of accountability, clinical curiosity, and member-centered communication. - Serve as the first point of escalation for advocate questions, resolving what you can and routing the rest to the Manager. Cross-Functional Coordination - Communicate emerging trends from the floor — member barriers, script issues, recurring objections — to the Manager and Quality team. - Support the Manager with scheduling and day-to-day capacity planning across the team. - Help maintain accurate outreach history and case documentation across the MCA team. WHO YOU ARE We're looking for someone who has: - 2+ years in case management, care coordination, digital health coaching, or similar, including some experience mentoring, training, or informally leading peers. - Working knowledge of HEDIS measures and comfort following and enforcing measure-related protocols. - Experience coaching or monitoring front-line staff in a metrics-driven environment. - Strong organizational skills — able to keep a daily queue moving and juggle multiple priorities without dropping the ball. - Excellent written and verbal communication — can coach an advocate through a tough call and also document it clearly afterward. Preferred Experience - Experience in a digital health or health tech company, working at the intersection of technology product and human care delivery. - Experience with care management platforms, CRM tools, or health plan quality reporting systems. Schedule Availability: This role requires availability for designated shifts to ensure coverage between 8:00 AM PST and 4:00 PM EST. Shift assignments depend on team coverage needs, employee location, and time zone. PHYSICAL DEMANDS & WORKING CONDITIONS Prolonged periods of sitting and/or standing at a desk and working on a computer. You will enjoy working with us at Wellth. The benefits of working with us include: - Working remotely. - Robust Paid Time Off and generous parental leave program. - Health, dental, and vision insurance, in addition to FSA/HSA plans. - Ability to have a positive impact on people who need it most. - Support of a highly dedicated team focused on building the future of healthcare. Hourly Compensation: $31-$34/hour   Wellth is an equal opportunity employer. We value diversity at our company. We do not discriminate based on race, religion, ethnicity, national origin, citizenship, gender, gender identity, sexual orientation, age, veteran status, disability, genetic information, or other protected characteristics.