Service Operations Supervisor (on-site)

Why is Health Advocate a great place to work? For starters, Health Advocate employees enjoy helping people every single day. Employees are given the training they need to do their jobs well, and they work with supervisors and staff who are supportive and friendly. Employees have room to grow, and many of Health Advocate's supervisors are promoted from within the company.  Join our award winning team!

2025:

• Stevie® Awards for Sales & Customer Service: Customer Service Department of the Year – Healthcare, Pharmaceuticals, and Related Industries, Bronze Winner

2024:

• Excellence in Customer Service Awards: Organization of the Year (Small)

• Stevie® Awards for Sales & Customer Service: Customer Service Department of the Year – Healthcare, Pharmaceuticals, and Related Industries, Bronze Winner

• Best in Biz Awards: Most Customer-Friendly Company of the Year – Medium and large category (Silver)

As part of Teleperformance in the US, we were also named #95 in the 2024 ‘Fortune 100 Best Companies to Work For®’ in the USA by Great Places to Work (GPTW®)

Join Us as a Service Operations Supervisor

Full-Time Monday through Friday 9:00 am to 5:30 pm EST| Onsite in Blue Bell, PA (No Remote Option)

Lead. Coach. Empower. Make a real difference every day.

At Health Advocate, we’re committed to simplifying healthcare and supporting the people who count on us. As a Service Operations Supervisor, you’ll play a vital role in guiding a team of dedicated associates who help our members navigate benefits, resolve issues, and find clarity in an often confusing healthcare landscape.

If you’re a natural leader who thrives in a fast-paced environment—and you’re driven by coaching others, helping members , and creating a knowledgeable team —this is an opportunity to make a meaningful impact while growing your  leadership career.

What You’ll Do: Your Roadmap to Impact 

Lead With Impact

As a Service Operations Supervisor, you will:

• Oversee the day-to-day operations of a team of member service and claims support associates.
• Manage quality and backlog to ensure exceptional service delivery.
• Coach, mentor, and develop team members to meet and exceed performance expectations.
• Support with hiring, training, performance feedback, and team discipline when needed.
• Serve as a resource for complex healthcare benefit and claims questions.
• Partner with internal departments to resolve escalations and streamline processes.
• Monitor calls and audits to ensure accuracy, efficiency, and timely case resolution.
• Continuously evaluate workflows and recommend improvements to enhance service quality.

This is a hands-on leadership role where you’ll guide your team, support member needs, and keep daily operations running smoothly.

Who You Are: The Advocate We’re Looking For 

The ideal candidate is:

• A strong communicator who can clearly explain complex benefit and claims topics.
• A problem-solver who stays composed under pressure and can help others do the same.
• A coach at heart—someone who loves developing people and guiding them to success.
• Organized and detail-oriented, with excellent follow-through and administrative skills.

Minimum Qualifications

• Bachelor’s degree or equivalent work experience
• Call center experience preferred
• Leadership or supervisory experience in healthcare, benefits, or claims preferred
• Working knowledge of MS Word and Excel
• Strong phone etiquette, listening skills, and customer service mindset

Bonus Points for Experience With:

COBRA, Medicare (A, B, Advantage, Part D), HRAs/HSAs, FSAs, Coordination of Benefits, SPDs/COCs, Medicaid/CHIP, ACA guidelines, or pharmacy benefits.

Why Health Advocate? 

• Meaningful work that helps real people navigate healthcare
• Supportive leadership and a collaborative team culture
• Competitive salary starting at $55,000 annually in addition to benefits and PTO
• Opportunities to grow your leadership skills and career
• A stable, mission-driven organization with nearly 20 years of impact
• A welcoming onsite environment at our Blue Bell, PA office

Your Next Move 

Ready to Lead with Purpose?

If you’re passionate about guiding teams, delivering exceptional service, and helping people get the support they need, we’d love to meet you.

Apply today to join us onsite in Blue Bell, PA and take the next step in your leadership journey.

Company Overview

Health Advocate is the nation’s leading provider of health advocacy, navigation, well-being and integrated benefits programs. For 20 years, Health Advocate has provided expert support to help our members navigate the complexities of healthcare and achieve the best possible health and well-being. Our solutions leverage a unique combination of best-in-class, personalized support with powerful predictive data analytics and a proprietary technology platform to address nearly every clinical, administrative, wellness or behavioral health need. Whether facing common issues or an unprecedented challenge like COVID-19, our team of highly trained, compassionate experts work together to go above and beyond expectations, making healthcare easier for our members and ensuring they get the care they need.

Learn more

Health Advocate https://www.healthadvocate.com/site/

Facebook https://www.facebook.com/healthadvocateinc/

Video https://vimeo.com/386733264/eb447da080

Awards:

2025:

• Stevie® Awards for Sales & Customer Service: Customer Service Department of the Year – Healthcare, Pharmaceuticals, and Related Industries, Bronze Winner

2024:

• Excellence in Customer Service Awards: Organization of the Year (Small)

• Stevie® Awards for Sales & Customer Service: Customer Service Department of the Year – Healthcare, Pharmaceuticals, and Related Industries, Bronze Winner

• Best in Biz Awards: Most Customer-Friendly Company of the Year – Medium and large category (Silver)

2023:

• National Customer Service Association All-Stars Award: Service Organization of the Year.

• Stevie® Awards for Sales & Customer Service: Customer Service Department of the Year – Healthcare, Pharmaceuticals, and Related Industries, Bronze Winner

2022:

• Stevie® Awards for Sales & Customer Service: Customer Service Department of the Year – Healthcare, Pharmaceuticals, and Related Industries, Bronze Winner

• Excellence in Customer Service Awards: Organization of the Year (Small)

• Best in Biz Awards: Most Customer-Friendly Company of the Year – Medium and large category (Silver)

2021:

• Stevie® Awards for Sales & Customer Service: Customer Service Department of the Year – Healthcare, Pharmaceuticals, and Related Industries, Silver Winner

• Stevie® Awards for Sales & Customer Service: Most Valuable Response by a Customer Service Team (COVID-19). Bronze Winner

• Best in Biz Awards: Most Customer-Friendly Company of the Year – Medium and large category (Silver)

2020:

• National Customer Service Association All-Stars Award: Organizations of 100 or Greater, Runner-Up

• Communicator Award of Distinction: October 2019 Broker News

• MarCom Awards: Gold, COVID Staycation Ideas brochure

• MarCom Awards: Platinum, 2021 Well-being Calendar

• Best in Biz Awards: Most Customer-Friendly Company of the Year - Medium category (Silver)

Physical Requirements:
This position is primarily on-site and requires the ability to move throughout the workplace to provide in-person counseling and wellness support. The role involves periods of sitting for one-on-one or group sessions, as well as standing or light movement during group activities, workshops, and team-building events. Essential physical functions include speaking, hearing, and manual dexterity for documenting case notes, navigating computer systems, and facilitating wellness interventions. Occasional lifting of light materials (up to 15 pounds) may be needed for wellness activities or event setup. Frequent use of a computer is required, including typing, mouse navigation, and viewing digital content. Visual acuity is necessary for reading client records, electronic documentation, and conducting virtual sessions when needed.

Mental and Cognitive Requirements:
The role requires strong emotional resilience, active listening, and the ability to assess and respond to sensitive mental health concerns. Counselors must exercise sound clinical judgment in crisis situations, maintain professional boundaries, and uphold confidentiality. The ability to develop therapeutic rapport, apply evidence-based interventions, and manage documentation with accuracy is essential. The role also requires facilitation skills for group sessions and the ability to consult with leadership.

Work Environment:
This position is fully on-site and embedded within the Trust and Safety operational environment. The counselor must be comfortable working in a dynamic and fast-paced setting that may include exposure to discussions of distressing content. The workspace includes a private, designated office for confidential counseling and group programming, with access to standard office equipment and secure data systems.

VEVRAA Federal Contractor requesting appropriate employment service delivery systems, such as state workforce agencies and local employment delivery systems, to provide priority referrals of protected veterans.

PAY TRANSPARENCY NONDISCRIMINATION PROVISION

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-I.35(c)