Angle Health

Operations

• 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

Advocacy Operations Manager