Supervisor, Member Advocate

Join us in creating a better way!

At eHealth, our mission is to expertly guide consumers through their health insurance and related options when, where, and how they prefer. We’re creating a better way – one that’s transparent and trustworthy for both our consumers externally and our employees internally. 

Move your career forward while connecting countless people to the life- changing, quality care they deserve. Our diverse team of innovators supports one another in solving some of the toughest challenges. We’re always on the lookout for creative opportunities to do right by our customers, and each other. Together, we’re creating a better way to work, united by our common passion to make a difference.

Role Overview:

eHealth is hiring a Supervisor, Member Advocate, who will develop and lead a team of Member Advocates. This position is responsible for exceeding Member Loyalty goals and KPIs while maintaining the highest quality customer service standards.  The ideal candidate will be someone who has a proven track record of leading, developing, and managing a customer service and/or sales team, and executing a team’s plan to meet or exceed sales targets and other customer service KPIs.  This role involves overseeing the advocate's performance and ensuring exceptional member experiences and retention.

What you’ll do:
 

• Identifies team members' strengths and areas for development to provide individualized coaching, training, and career development.

• Conducts regular performance evaluations, offering feedback to maintain high performance and alignment with organizational goals.

• Acts as the first point of escalation for team members on process and technical issues in a remote environment.

• Supervises, motivates, and monitors the performance, productivity, and schedule adherence of Member Advocates to ensure quality results.

• Handles escalated customer or member inquiries and complaints, ensuring timely and effective resolution.

• Monitors trends in team performance and implements strategies to address areas of opportunity or concern.

• Leads regular training sessions to enhance agent performance, skills, and knowledge.

• Balances and prioritizes day-to-day operations, ensuring alignment with eHealth’s mission and values.

• Maintains effective communication with team members through email, Microsoft Teams chats, video calls, and individual phone calls.

• Demonstrates flexibility with hours, including availability for nights or weekends, as needed.

• Demonstrate eHealth’s values in your behaviors, practices, and decisions.

Who you are: 
 

• You have 1 to 3 years’ experience in progressively responsible sales or customer service positions

• You have 1 to 3 years’ Supervisory experience within a managed care of organization, health insurance carrier, third party administrator, or related industry

• You have a High School Diploma

• You have an active Health Insurance license or the ability to obtain a Health license

• You are proficient in Microsoft Office products

• You have knowledge of Medicare sales and CMS rules and regulations

 

What we offer:

• Generous benefits include medical, dental, and vision beginning on your first day of employment

• 401K with matching

• Tuition reimbursement

• Employee stock purchase program

• 12 company-paid holidays and flexible time off (PTO for non-exempt)

*Please note the above is a summary of responsibilities; a full job description is available upon request.

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The base pay range reflects the anticipated pay range for this position. The actual base pay offered will depend on various factors including individual skills, experience, performance, qualifications, the department budget, and the location where work is performed. Base pay is one component of eHealth’s total rewards package, which also includes a monthly commission-based incentive plan, plus an array of benefits designed to support employees’ personal and professional wellness.

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Base Pay Range -$66,200 - $89,000

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Annual Commission Target -$25,000

eHealth is an Equal Employment Opportunity employer. It is our policy to provide equal opportunity to all employees and applicants and to prohibit any discrimination because of race, color, religion, sex, national origin, age, marital status, sexual orientation, genetic information, disability, protected veteran status, or any other consideration made unlawful by applicable federal, state or local laws. The foundation of these policies is our commitment to treat everyone fairly and equally and to have a bias-free work environment.