Advocacy Operations Manager
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Job Location:
San Francisco, CA - USA
Monthly Salary:
$ 90 - 130
Posted on:
20 hours ago
Vacancies:
1 Vacancy
Job Summary
Changing Healthcare For Good
At Angle Health we believe the healthcare system should be accessible transparent and easy to navigate. As an AI-native integrated healthcare company we are replacing legacy systems with modern infrastructure to deliver members and patients the care they need when they need it. If you want to build the future of healthcare wed love for you to join us.
Position Summary
The Advocacy Operations Manager oversees the day-to-day operations of the Advocacy Team ensuring members receive timely accurate and compassionate support. This role manages Advocates handling inbound and outbound calls provides real-time guidance and ensures escalated and high-touch member situations are resolved effectively. The manager plays a critical role in onboarding and training new advocates maintaining service quality and supporting complex member needs prior to and during advocacy enrollment.
Key Responsibilities
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
Qualifications
3 years experience managing a customer service advocacy or call centerbased 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 members 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
Key Competencies
Calm under pressure
Highly organized and detail-oriented
Empathetic member-first mindset
Strong decision-making and prioritization skills
About Us
Backed by a team of world class investors we are a healthcare startup on a mission to make our health system more effective accessible and affordable to everyone. From running large hospitals and health plans to serving on federal healthcare advisory boards to solving the worlds hardest problems at Palantir our team has done it all. As part of this core group at Angle Health you will have the right balance of support and autonomy to grow both personally and professionally and the opportunity to own large parts of the business and scale with the company.
Angle Health is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race religion color national origin gender (including pregnancy childbirth or related medical conditions) sexual orientation gender identity gender expression age status as a protected veteran status as an individual with a disability or other applicable legally protected characteristics. Angle Health is committed to working with and providing reasonable accommodations to applicants with physical and mental disabilities.
A Note on Recruiting Outreach
Weve been made aware of individuals falsely claiming to represent Angle Health using lookalike email addresses (like @). Please note that all legitimate emails from our team come from @. We will never ask for sensitive information or conduct interviews via messaging apps.
Required Experience:
Manager
Key Skills
- Six Sigma
- Lean
- Management Experience
- Process Improvement
- Microsoft Outlook
- Analysis Skills
- Warehouse Management System
- Operations Management
- Kaizen
- Leadership Experience
- Supervising Experience
- Retail Management
About Company
Discover a modern health insurance plan with Angle Health – an AI-enabled, full-stack platform designed to meet every employee’s needs. Learn more today.
