Member Service Guide Supervisor - Remote Eligible

Supervisor Of Member Service Guides

Our Member Service team has the opportunity to make a difference every single day in the complex world of health care. Devoted Health's Member Service Guides are the main point of support for our members, answering their questions about their health plan benefits, helping them navigate the healthcare system, and listening for opportunities to improve their health or their experience. We aim to guide every member as we would our own family.

As a Supervisor of our Member Service Guides, you will lead and develop a front-line team who deliver high-quality, compassionate service to members every day. You'll support performance, coaching, and engagement while fostering an environment where Guides can bring their authentic and caring selves to every interaction. Supervisors oversee Guides responding to member inquiries and campaigns across inbound, outbound, and digital channels. They also contribute to improving processes, tools, and member experiences in our fast-learning, innovative culture.

This role requires sound professional judgment to navigate complex situations, ensure compliance, and make decisions that balance member needs, organizational goals, and regulatory requirements.

We're looking for leaders who are curious, empathetic, and passionate about building both people and processes. You'll succeed here if you thrive in a fast-moving environment, embrace challenges with a growth mindset, and value open, honest communication.

Your Responsibilities and Impact will include:

• Lead, coach, and develop your team to grow, perform, and thrive through meaningful feedback, tailored growth plans, and courageous conversations that build trust and accountability.
• Translate performance into progress by reviewing data, identifying opportunities, and turning metrics into clear, motivating coaching conversations.
• Foster a positive team culture where authenticity, care, and resilience are central to every member interaction, while stepping in as a player-coach when needed.
• Guide your team through change with transparency and confidence, helping them stay adaptable, motivated, and focused on delivering excellent service as we evolve to better support our members.
• Drive operational excellence by solving problems, improving processes, and strengthening tools and technology.
• Ensure accountability and compliance by delivering on commitments, holding the team responsible for outcomes, and applying policies consistently.

Required skills and experience:

• Bachelor's Degree or equivalent customer-facing AND/OR 1 year of leadership experience
• Experience using data to guide decisions, and the ability to translate metrics into meaningful, motivating messages for a team.
• Ability to serve as a player-coach, contributing to team tasks while coaching, building trust, and motivating the team to achieve results.

Desired skills and experience:

• Leadership experience managing and inspiring teams preferred
• Healthcare or Medicare Advantage experience is a plus
• Bilingual in Spanish preferred
• You're a great team member with a can-do attitude!
• You have a growth mindset and are eager to learn.

Salary Range: $54,000 - $65,000 / year

Our total rewards package includes:

• Employer sponsored health, dental and vision plan with low or no premium
• Generous paid time off
• $100 monthly mobile or internet stipend
• Stock options for all employees
• Bonus eligibility for all roles excluding Director and above; Commission eligibility for Sales roles
• Parental leave program
• 401K program
• And more....

*Our total rewards package is for full time employees only. Intern and Contract positions are not eligible.

Healthcare equality is at the center of Devoted's mission to treat our members like family. We are committed to a diverse and vibrant workforce.

At Devoted Health, we're on a mission to dramatically improve the health and well-being of older Americans by caring for every person like family. That's why we're gathering smart, diverse, and big-hearted people to create a new kind of all-in-one healthcare company — one that combines compassion, health insurance, clinical care, service, and technology to deliver a complete and integrated healthcare solution that delivers high quality care that everyone would want for someone they love. Founded in 2017, we've grown fast and now serve members across the United States. And we've just started. So join us on this mission!

Devoted is an equal opportunity employer. We are committed to a safe and supportive work environment in which all employees have the opportunity to participate and contribute to the success of the business. We value diversity and collaboration. Individuals are respected for their skills, experience, and unique perspectives. This commitment is embodied in Devoted's Code of Conduct, our company values and the way we do business.

As an Equal Opportunity Employer, the Company does not discriminate on the basis of race, color, religion, sex, pregnancy status, marital status, national origin, disability, age, sexual orientation, veteran status, genetic information, gender identity, gender expression, or any other factor prohibited by law. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment.