Member Service Guide, Supervisor

Job Description A bit about this role: Our Member Services team has the opportunity to make a difference every single day in the complex world of healthcare. Devoted Health ’s Guides are the primary point of support for our members — answering benefit questions, connecting them with care providers, enrolling them in clinical programs, and navigating the healthcare system alongside them. We aim to treat every member as we would our own family. As a Supervisor, you are the person who makes that possible at scale. In this role, you will lead and develop a frontline team of Guides who deliver high-quality, compassionate service across inbound OR digital channels. Depending on your placement, your team may focus on direct member service in our inbound call center OR our digital call center (Chat, SMS, Portal) avenues — and you should be prepared to lead effectively across any of these contexts. What stays constant is your commitment: building a team where Guides can bring their authentic and caring selves to every interaction, and where every member feels genuinely supported. This role requires sound professional judgment, a genuine passion for developing people, and the ability to balance member needs, operational goals, and compliance requirements in a fast-moving environment. You’ll succeed here if you lead with empathy, communicate with honesty, thrive in complexity, and approach every challenge with curiosity and a growth mindset. Your responsibilities and impact will include