Supervise and support a team of Advocacy Representatives handling member calls and tickets.
Provide real-time coaching, guidance, and issue resolution to advocates during daily operations.
Serve as a point of escalation for complex, sensitive, or high-touch member cases.
Lead onboarding and training for new advocates.
Develop and maintain training materials, workflows, and reference guides.
Ensure new advocates are prepared to independently manage calls, tickets, and follow-ups.
Manage advocate schedules to ensure adequate phone coverage and workload balance.
Oversee ticket assignment, prioritization, and follow-through.
Direct advocates on appropriate follow-up actions, including provider, carrier, and vendor outreach.
Handle escalated member situations requiring elevated attention and coordination.
Provide hands-on support for high-touch members prior to advocacy enrollment.
Monitor advocacy workflows to ensure consistency and adherence to service standards.
Identify trends, recurring issues, and operational gaps; recommend improvements.
Partner with leadership and cross-functional teams to improve advocacy processes and outcomes.

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