Care Pathway Guide Supervisor

Job Description

A bit about this role:

The Care Pathway Guide (CPG) Supervisor plays a pivotal role in leading a high-performing team that provides exceptional service and advocacy for members navigating the complexities of the healthcare system. This role demands a resilient and steady leader who remains calm under pressure while championing both their team and the members they serve. As a CPG Supervisor, you will guide and support your team through emotionally taxing and complex member interactions, ensuring they have the tools, training, and support needed to deliver high-quality, compassionate care. You will manage escalations, drive service recovery efforts, and foster a culture of engagement, accountability, and continuous improvement, ensuring that your team remains motivated and empowered to think outside the box when problem-solving.

In addition to coaching and performance management, you will collaborate with clinical colleagues and cross-functional teams to enhance the member experience by leveraging data-driven insights, optimizing workflows, and driving strategic initiatives such as Next Best Actions (NBA) and CTM reduction efforts. Your ability to lead through change while maintaining strong advocacy and operational excellence will be critical in shaping a resilient, solution-focused team that ensures members feel supported, valued, and connected to the care they need.

Your Responsibilities and Impact will include: 

• Coaching & Development: Lead, coach, and mentor a team of Care Pathway Guides, providing real-time feedback and growth opportunities to ensure they thrive in their roles.

• Operational Excellence: Oversee team performance, ensuring adherence to workflows, protocols, and quality standards to deliver top-notch service to members.

• Escalation Management: Serve as a resource for complex cases, guiding team members in problem resolution and member advocacy.

• Cross-Team Collaboration: Partner closely with other departments to streamline processes and enhance the overall member experience.

• Data-Driven Leadership: Analyze performance metrics to identify trends and drive continuous improvements in service delivery and operational efficiencies.

• Innovation & Program Development: Proactively identify areas for service enhancement, contributing to process innovation and policy development aimed at improving member outcomes.

Required skills and experience:

• Proven Member Service Supervisor experience in a team environment with a focus on coaching, performance management, and development.

• Strong analytical skills with the ability to use data to identify trends, gaps, and opportunities for improvement.

• Ability to lead a team through change and encourage innovation to enhance service delivery

• Previous experience in service operations or healthcare-related fields.

• Excellent communication and interpersonal skills, with the ability to handle complex and sensitive situations with professionalism and empathy.

Desired skills and experience: 

• Experience in healthcare, care coordination, or Medicare Advantage is a plus.

• Familiarity with healthcare terminology and clinical processes.

• Bilingual in Spanish is a plus

• Leadership experience over a team of 20 + direct reports

Salary range:  $55,000 - $67,000 annually

The pay range listed for this position is the range the organization reasonably and in good faith expects to pay for this position at the time of the posting. Once the interview process begins, your talent partner will provide additional information on the compensation for the role, along with additional information on our total rewards package. The actual base salary offered will depend on a variety of factors, including the qualifications of the individual applicant for the position, years of relevant experience, specific and unique skills, level of education attained, certifications or other professional licenses held, and the location in which the applicant lives and/or from which they will be performing the job.

Our Total Rewards package includes:

• Employer sponsored health, dental and vision plan with low or no premium

• Generous paid time off

• $100 monthly mobile or internet stipend

• Stock options for all employees

• Bonus eligibility for all roles excluding Director and above; Commission eligibility for Sales roles

• Parental leave program

• 401K program

• And more....

*Our total rewards package is for full time employees only. Intern and Contract positions are not eligible.

Founded in 2017, Devoted Health is on a mission to dramatically improve the health and well-being of older Americans by caring for everyone like they are family, and that includes our employees. Our robust and seamlessly integrated care platform merges advanced data and AI access with world-class clinical and service experiences to create a member experience that is unlike the industry norm. To continue building upon our mission, we want to bring together those who share our values, embrace change and advancement, and are enthusiastic about where we're going — all the while bringing their own unique qualities, experiences, and expertise, in hopes of further changing the healthcare experience.

Devoted is an equal opportunity employer. We are committed to a safe and supportive work environment in which all employees have the opportunity to participate and contribute to the success of the business. We value diversity and collaboration. Individuals are respected for their skills, experience, and unique perspectives. This commitment is embodied in Devoted’s Code of Conduct, our company values and the way we do business.

As an Equal Opportunity Employer, the Company does not discriminate on the basis of race, color, religion, sex, pregnancy status, marital status, national origin, disability, age, sexual orientation, veteran status, genetic information, gender identity, gender expression, or any other factor prohibited by law. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment.