Care Advocate

• Supervise the Member Care Advocate team's daily work in the Member Care Queue
• Ensure advocates reach the right member through the right channel within each measure's action window
• Provide real-time floor support and step into complex or sensitive calls as needed
• Enforce the one-outreach-per-7-day consolidation rule and exception protocols for acute transitions
• Monitor queue throughput and advocate capacity, flagging bottlenecks or staffing gaps
• Carry a small caseload of members
• Conduct call reviews, live monitoring, and calibration sessions
• Deliver real-time feedback and coaching with clear documentation
• Partner with the Manager on team scorecards
• Own weekly reporting of advocate activity and outcomes
• Surface script gaps, process friction, and training needs
• Support hiring, onboarding, and training of new advocates
• Lead daily huddles and team check-ins
• Serve as the first escalation point for advocate questions
• Communicate emerging floor trends to the Manager and Quality team
• Support scheduling and day-to-day capacity planning
• Help maintain accurate outreach history and case documentation

Care Advocate jobs in California

Member Care Advocate – Supervisor