Care Pathway Guide Supervisor

Job Summary

Leading a high-performing team, the full-time Care Pathway Guide Supervisor will manage escalations, drive service recovery efforts, and ensure team members are equipped to provide exceptional member advocacy and support in a remote environment.

Key responsibilities

• Lead, coach, and mentor a team of Care Pathway Guides, providing real-time feedback and growth opportunities
• Oversee team performance, ensuring adherence to workflows, protocols, and quality standards
• Serve as a resource for complex cases, guiding team members in problem resolution and member advocacy

Required qualifications

• Proven experience as a Member Service Supervisor in a team environment focused on coaching and performance management
• Strong analytical skills with the ability to use data to identify trends and opportunities for improvement
• Experience in service operations or healthcare-related fields
• Ability to lead a team through change and encourage innovation in service delivery
• Excellent interpersonal skills to handle complex and sensitive situations with professionalism and empathy