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About the role
Key responsibilities & impact- Lead Sharecare’s Navigation, Advocacy, and Customer Service operations across multiple programs and clients.
- Ensure members are effectively guided to appropriate services, providers, programs, and resources.
- Oversee advocacy and navigation program performance, including engagement, activation, case resolution, member experience, and productivity metrics.
- Establish best practices for healthcare navigation, including provider navigation, benefits navigation, site-of-care guidance, and connection to clinical programs and services.
- Partner with Care Delivery teams to ensure seamless transition from navigation to clinical services when appropriate.
- Oversee day-to-day operations of navigation, advocacy, and customer service teams.
- Establish staffing models, productivity expectations, and workforce planning across teams.
- Improve operational processes, workflows, and efficiency across member services operations.
- Standardize workflows, processes, and operational practices across teams.
- Partner with Analytics to monitor performance metrics and identify improvement opportunities.
- Lead and develop managers and team leaders across advocacy, navigation, and customer service teams.
Requirements
What you’ll need- 10+ years of experience in healthcare navigation, advocacy, member services, care management, customer experience, or population health programs.
- Experience leading large teams and multiple managers.
- Strong operational leadership and performance management experience.
- Experience improving engagement, member experience, and operational performance.
- Experience scaling teams, workflows, and operations across multiple programs or clients.
- Strong leadership and people development skills with a focus on engagement, retention, and accountability.
- Experience working cross-functionally with technology, analytics, product, and client teams.
- Experience working with health plans, employer health programs, provider systems, or navigation/advocacy vendors preferred.
- Understanding of healthcare benefits, provider networks, site-of-care programs, and care navigation workflows preferred.
Benefits
Comp & perks- Equal Opportunity Employer
- E-Verify user
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
healthcare navigationadvocacymember servicescare managementcustomer experiencepopulation health programsoperational performanceworkflow improvementperformance managementstaffing models
Soft Skills
operational leadershippeople developmentengagementretentionaccountabilitycross-functional collaborationteam leadershipcommunicationproblem-solvingstrategic planning