Team Lead Care Advisor

Job Summary

As a full-time remote opportunity, the Team Lead Care Advisor will oversee the Care Advisor team, providing metrics-driven guidance and expert support while managing daily operations, coaching team members, and enhancing the member experience in the caregiver search and retention process.

Key responsibilities:

• Utilize reporting and analytics to meet team SLA goals and drive performance
• Act as a peer coach and quality champion, conducting call audits and providing training
• Investigate and resolve escalations from members, caregivers, and health plans

Required qualifications:

• High school diploma or equivalent is required; some college coursework preferred
• At least one year of experience in a call center or two years in a customer service environment
• Internal candidates must have a minimum of six months as a successful Care Advisor
• Experience with Microsoft Office/Google Suite is required
• Previous healthcare experience is preferred