Care Advocate Supervisor

UHS; McAllen (TX); Hybrid; USD 55,000 - 75,000; Full time

Benefits offered by this job

Loan Forgiveness Program

Challenging and rewarding work

Competitive Compensation & Generous PT

Job summary

Prominence Health is expanding its care advocacy team in a supervisory role to ensure top-tier member and client support. The Care Advocate Supervisor will guide a group of Care Advocates, drive escalation resolution, and coordinate efforts between on-site and remote staff while navigating a shifting software stack.

The role emphasizes compassion, organization, and the ability to coach and evaluate performance in a growing health plan environment aligned with UHS standards.

Qualifications

• Two years of healthcare management experience with increasing responsibility preferred.
• Two years of health plans insurance products or employer healthcare benefits programs preferred.
• Two years of customer service experience with ability to de-escalate and resolve issues preferred.
• Associate's degree or equivalent experience required.
• Knowledge of State and Federal regulations as they pertain to health insurance.

Responsibilities

• Lead a group of Care Advocates, set team priorities, and provide coaching and performance feedback.
• Manage escalation handling and ensure timely, high-quality resolutions.
• Balance on-premises and remote team work, coordinating across software stacks.
• Communicate clearly and uphold service standards in English.
• Identify process improvements and measure outcomes to drive quality.

Skills

Healthcare management

Customer service

Communication

English proficiency

Data analysis

Process improvement

Team leadership

Call center

Microsoft Office

Education

Associate's degree or equivalent experience

Tools

Microsoft Office

Outlook

Job description

Responsibilities

Prominence Health is a value-based care organization bridging the gap between affiliated health systems and independent providers, building trust and collaboration between the two. Prominence Health creates value for populations and providers to strengthen integrated partnership, advance market opportunities, and improve outcomes for our patients and members. Founded in 1993, Prominence Health started as a health maintenance organization (HMO) and was acquired by a subsidiary of Universal Health Services, Inc. (UHS) in 2014. Prominence Health serves members, physicians, and health systems across Medicare, Medicare Advantage, Accountable Care Organizations, and commercial payer partnerships. Prominence Health is committed to transforming healthcare delivery by improving health outcomes while controlling costs and enhancing the patient experience.

Learn more at: https://prominence-health.com/

Job Summary

The Care Advocate Supervisor is responsible for first level of response and provide resolution to escalated issues to ensure high level customer service. This will be dedicated to the delivery of benefits and services provided to Health Plan members, Potential New Members, employer groups, brokers, insurance carriers, providers, and their office staff.

As we expand our footprint in Nevada, Florida and Texas, we’re looking for an organized, self-starter individual who understands how to navigate a shifting software stack, complex subject matter and a team working on-premises and remotely. Compassion and passion to help others is needed for this position.

Supervisors are responsible to manage and be accountable for a group of Care Advocates by setting priorities for the team to ensure tasks are completed and the team is performing accordingly by providing coaching, feedback, and annual performance reviews as well as formal corrective action.

Benefit Highlights

• Loan Forgiveness Program
• Challenging and rewarding work environment
• Competitive Compensation & Generous Paid Time Off
• Excellent Medical, Dental, Vision and Prescription Drug Plans
• 401(K) with company match and discounted stock plan
• SoFi Student Loan Refinancing Program
• Career development opportunities within UHS and its 300+ Subsidiaries! More information is available on our Benefits Guest Website: benefits.uhsguest.com

About Universal Health Services

One of the nation’s largest and most respected providers of hospital and healthcare services, Universal Health Services, Inc. (UHS) has built an impressive record of achievement and performance. During the year, UHS was again recognized as one of the World’s Most Admired Companies by Fortune; and listed in Forbes ranking of America’s Largest Public Companies. Operating acute care hospitals, behavioral health facilities, outpatient facilities and ambulatory care access points, an insurance offering, a physician network and various related services located all over the U.S. States, Washington, D.C., Puerto Rico and the United Kingdom. www.uhs.com

Qualifications

Qualifications and Requirements:

• At least two years of healthcare management experience including increasing levels of responsibility preferred.
• At least two years’ experience working with health plans insurance products or employer healthcare benefits programs preferred.
• At least two years of experience in customer service with proven ability to de-escalate situations and provide resolution to customer issues preferred.
• Associate's degree or equivalent experience.
• Knowledge of State and Federal regulations as they pertain to the health insurance industry.
• Previous call center management experience preferred.
• Previous experience reviewing and analyzing statistical data to identify trends as well as potential problems/opportunities for improved service quality.
• Excellent verbal and written communication skills as well as public speaking and training abilities and experience.
• Ability to effectively communicate in English, both verbally and in writing.
• Knowledge of various computer systems including all Microsoft Office systems, Outlook, and budgetary, time and attendance type software systems.
• Strong processes improvement skills necessary to get things done
• Knows how to organize people and activities
• Understands how to separate and combine tasks into efficient work flow
• Knows what to measure and how to measure it
• Can see opportunities for synergy and integration where others can't
• Can simplify complex processes
• Gets more out of few resources

EEO Statement

All UHS subsidiaries are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates. UHS subsidiaries are equal opportunity employers and as such, openly support and fully commit to recruitment, selection, placement, promotion and compensation of individuals without regard to race, color, religion, age, sex (including pregnancy, gender identity, and sexual orientation), genetic information, national origin, disability status, protected veteran status or any other characteristic protected by federal, state or local laws.

We believe that diversity and inclusion among our teammates is critical to our success.

At UHS and all our subsidiaries, our Human Resources departments and recruiters are here to help prospective candidates by matching skill set and experience with the best possible career path at UHS.