Remote Member Care Supervisor & Real-Time Coach

Wellth; United States; On-site; USD 43,000 - 47,000; Full time

Benefits offered by this job

Remote work

Generous PTO

Parental leave

Health, dental, and vision insurance

FSA/HSA benefits

Job summary

Wellth is seeking a hands-on Supervisor to lead the Member Care Advocate (MCA) floor. You will coach, monitor queues, review calls, and keep the team aligned with quality standards while handling a small personal caseload for grounded leadership.

The role blends frontline leadership with daily coaching across the MCA team. You'll report to the Member Care Advocate Manager, drive process adherence, and partner on performance insights.

Qualifications

• 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.

Responsibilities

• Lead the MCA team's day-to-day floor operations, supervising calls and ensuring members are reached through the right channel within measure windows.
• Provide real-time floor support, unblock issues, and coach on complex or sensitive calls.
• Enforce rules and escalate where needed; monitor queue throughput and staffing, and maintain close coaching on your own caseload.
• Conduct call reviews, live monitoring, and calibrations to ensure scripts and decision trees are followed.
• Partner with the Manager on scorecards, weekly activity reporting, and uncover training needs from call reviews.

Skills

Case management

Care coordination

Digital health coaching

Mentoring

Communication

Tools

CRM tools

Care management platforms

Job description

Wellth is seeking a hands-on Supervisor to lead the Member Care Advocate (MCA) floor. You will coach, monitor queues, review calls, and keep the team aligned with quality standards while handling a small personal caseload for grounded leadership.

The role blends frontline leadership with daily coaching across the MCA team. You'll report to the Member Care Advocate Manager, drive process adherence, and partner on performance insights.