Service Operations Supervisor (Shift 11:30 am–8:00 pm or 12:30-9:00 pm EST)

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®)

Lead the Team. Elevate Performance. Protect the Member Experience.

At Health Advocate, Operations is where service excellence becomes measurable impact.

We’re seeking an Operations Supervisor who understands that high-performing service teams are built through structure, accountability, coaching, and operational discipline.

This role oversees the daily workflow and performance of assigned Operations and Customer Service associates, ensuring calls, cases, and service interactions are handled in alignment with Health Advocate’s standards, policies, and member-first expectations.

If you are energized by team leadership, performance management, and service quality — we want to meet you.

Your Mission: What Success Looks Like

Your primary accountability is to lead, coach, and optimize an assigned operations unit to ensure quality, efficiency, and service excellence.

Success in this role includes consistently achieving:

🔹 Team Performance & Accountability

• Ensure assigned staff meet or exceed performance standards and role expectations
• Provide daily direction and workload management for service calls and case assignments
• Maintain balanced caseload distribution and staffing alignment
• Address performance gaps through structured coaching and development

🔹 Quality & Resolution Management

• Monitor calls and audit case files daily to ensure proper target resolution is identified
• Drive closure of cases at or near target resolution timeframes
• Manage backlog and quality metrics to maintain operational efficiency
• Escalate cases through appropriate channels in accordance with company policy

🔹 Leadership & Operational Oversight

• Coach, mentor, and evaluate team members
• Assist in selection, counseling, and discipline processes
• Provide oversight and direction for assigned cases
• Coordinate cross-functionally with internal departments and subject matter experts to resolve complex issues

What You’ll Do: Your Roadmap to Impact

Daily Operations Leadership

• Oversee the administrative functions of an assigned operations unit
• Provide organization, direction, and staffing for all assigned service calls and caseload assignments
• Ensure calls are answered in accordance with Health Advocate’s policies and procedures
• Monitor workflow to maintain productivity and service standards

Coaching & Team Development

• Provide on-the-job training and guidance using knowledge of services and benefits
• Mentor associates to strengthen benefit consultation and case management skills
• Evaluate team performance and provide structured feedback
• Support career growth and development of assigned staff

Quality Assurance & Case Oversight

• Routinely evaluate service calls and case management procedures
• Audit case files to ensure accuracy, compliance, and target resolution
• Recommend process improvements to the Operations Manager
• Escalate issues that may adversely impact service delivery

Healthcare Benefits Consultation

• Provide healthcare benefit and claims consultation support to internal departments when appropriate
• Guide associates on complex benefit and claims-related cases
• Ensure team members effectively explain benefits, claims, and coverage concepts to members

Team Interface & Customer Service

• Establish and maintain professional relationships with internal and external customers
• Collaborate with team members to meet goals and complete tasks
• Provide quality customer service that exceeds expectations
• Treat all internal and external stakeholders with dignity and respect
• Escalate situations outside scope of authority to appropriate leadership

Who You Are: The Leader We’re Looking For

You are confident, structured, and resilient. You understand that performance is driven through clarity, coaching, and accountability.

You bring:

• Strong leadership skills with the ability to build effective teams
• Experience in a call center or healthcare benefits environment (preferred)
• Management or supervisory experience in healthcare benefits or claims processing (preferred)
• Effective verbal and written communication skills
• Strong problem-solving and issue resolution skills
• The ability to explain complex benefit issues clearly to members
• Assertiveness and resilience in fast-paced environments
• Strong organizational and administrative skills
• Comfort working in a team-based operational setting

Minimum Qualifications

Education:

• Bachelor’s Degree or applicable work experience

Experience:

• Call center experience preferred
• Management or supervisory experience in healthcare benefits or claims processing preferred

Technical Skills:

• Basic knowledge of MS Word and Excel required
• Basic computer skills
• Ability to search and identify resources through the internet

Preferred Knowledge

• COBRA
• Medicare A, B, MediGap, Supplement plans, Medicare Advantage, Medicare Part D plans
• High deductible health plans including HRAs and HSAs
• Flexible Spending Accounts (FSA), including limited FSAs
• Coordination of benefits (primary/secondary payer scenarios)
• Summary Plan Documents (SPDs) and Certificates of Coverage (COCs)
• Government programs and legislation including ACA, FMLA, Medicaid, CHIP
• Group Health Plans (fully insured and self-insured)
• Pharmacy benefits including injectable medications
• Individual Health Plans and Marketplace/Exchange plans

Related Duties as Assigned

• The job description documents the general nature and level of work but is not intended to be a comprehensive list of all activities, duties, and responsibilities required of job incumbents
• Job incumbents may be asked to perform other duties as required
• Reasonable accommodations may be made to enable individuals with disabilities to perform the functions outlined above
• Please contact your local Employee Relations representative to request a review of any such accommodations

Why Health Advocate?

Because here, leadership directly impacts member experience.

You’ll join an organization where service excellence matters, coaching is valued, and operational discipline protects quality outcomes.

We invest in structured leadership, performance visibility, and professional development — ensuring your impact is measurable and meaningful.

Physical Requirements:
This position is primarily sedentary, requiring prolonged sitting while performing administrative tasks. The role involves extensive use of a computer for typing, mouse navigation, and reading information on a screen for extended periods. Frequent phone use is required for communication with team members, clients, or external parties. Essential physical functions include fingering, grasping, pulling hand-over-hand, and repetitive motions necessary for navigating software, entering data, and interacting with electronic documents.

Mental and Cognitive Requirements:
The role requires strong concentration, attention to detail, and the ability to complete tasks accurately. Critical thinking and problem-solving skills are essential to address issues that may arise in day-to-day duties. Effective verbal and written communication skills are needed for responding to inquiries and collaborating with others.

Work Environment:
This position is fully remote and requires a home office environment with appropriate lighting, a computer, and phone access. The workspace should be free from distractions to ensure effective focus and productivity during work hours.

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)

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)