Angle Health

Advocacy Operations Manager

Angle Health

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $90,000 - $130,000 per year

About the role

  • 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

Requirements

  • 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
Benefits
  • Health insurance
  • Equal Employment Opportunity and Affirmative Action
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
ticketing systemscall center metricsoperational workflowscare coordination
Soft Skills
coachingtrainingsupportcommunicationproblem-solvingorganizational skillsempathy