Remote Care Advisor Team Lead — Metrics & Coaching

Sharecare; Denver (CO); Remote; USD 65,000 - 90,000; Full time

Job summary

Sharecare is seeking a Team Lead for the Care Advisor Team to guide CareLinx’s Payer Operations, mentoring peers and providing metrics-driven guidance to members and families through caregiver search, hire and retention.

This remote, full-time role requires strong leadership, exceptional communication, and the ability to thrive in a fast-paced, technology-enabled environment while supporting a distributed team.

Qualifications

• Experience in a call center or customer service environment (1+ year)
• Experience with Microsoft Office/Google Suite
• Healthcare experience preferred
• Ability to work remotely and autonomously

Responsibilities

• Daily use of reporting and analytics to drive team SLA goals
• Act as peer coach and quality champion including call audits and remedial training
• Perform monthly member surveys
• Assist with investigation and resolution of member, caregiver and health plan escalations
• Deescalate unhappy members and provide a positive experience
• Identify, track and articulate trends affecting member experience
• Present process improvement suggestions in a strategic manner
• Contribute to a positive team culture through weekly meetings and cross-team collaboration
• Additional duties may be assigned as needed

Skills

Prioritization

Self-motivation

Multitasking

Remote work

Communication

Attention to detail

Discretion

Leadership

Problem solving

Go the extra mile

Education

High school diploma or equivalent

Some college coursework preferred

Job description

Sharecare is seeking a Team Lead for the Care Advisor Team to guide CareLinx’s Payer Operations, mentoring peers and providing metrics-driven guidance to members and families through caregiver search, hire and retention.

This remote, full-time role requires strong leadership, exceptional communication, and the ability to thrive in a fast-paced, technology-enabled environment while supporting a distributed team.