Advocacy Operations Manager

• 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.

• 3+ years experience managing a customer service, advocacy, or call center–based team, with a strong understanding of ticketing systems and call center metrics.
• 3+ years of experience in health insurance operations.
• Strong understanding of operational workflows and member’s care coordination.
• Ability to coach, train, and support team members in a fast-paced environment.
• Excellent communication and soft skills with a natural ability to connect with customers with kindness and empathy.
• Excellent problem-solving and organizational skills.
• Comfortable handling escalations and sensitive member situations.

Pay range: $90K - $130K