Advocacy Operations Manager

Changing Healthcare For Good

At Angle Health, we believe the healthcare system should be accessible, transparent, and easy to navigate. As an AI-native, integrated healthcare company, we are replacing legacy systems with modern infrastructure to deliver members and patients the care they need when they need it. If you want to build the future of healthcare, we'd love for you to join us.

Position Summary

The Advocacy Operations Manager oversees the day-to-day operations of the Advocacy Team, ensuring members receive timely, accurate, and compassionate support. This role manages Advocates handling inbound and outbound calls, provides real-time guidance, and ensures escalated and high-touch member situations are resolved effectively. The manager plays a critical role in onboarding and training new advocates, maintaining service quality, and supporting complex member needs prior to and during advocacy enrollment.

Key Responsibilities

• Supervise and support a team of Advocacy Representatives handling member calls and tickets

• Provide real-time coaching, guidance, and issue resolution to advocates during daily operations

• Serve as a point of escalation for complex, sensitive, or high-touch member cases

• Lead onboarding and training for new advocates

• Develop and maintain training materials, workflows, and reference guides

• Ensure new advocates are prepared to independently manage calls, tickets, and follow-ups

• Manage advocate schedules to ensure adequate phone coverage and workload balance

• Oversee ticket assignment, prioritization, and follow-through

• Direct advocates on appropriate follow-up actions, including provider, carrier, and vendor outreach

• Handle escalated member situations requiring elevated attention and coordination

• Provide hands-on support for high-touch members prior to advocacy enrollment

• Monitor advocacy workflows to ensure consistency and adherence to service standards

• Identify trends, recurring issues, and operational gaps; recommend improvements

• Partner with leadership and cross-functional teams to improve advocacy processes and outcomes

Qualifications

• 3+ years experience managing a customer service, advocacy, or call center–based team, with a strong understanding of ticketing systems and call center metrics

• 3+ years of experience in health insurance operations

• Strong understanding of operational workflows and member’s care coordination

• Ability to coach, train, and support team members in a fast-paced environment

• Excellent communication and soft skills with a natural ability to connect with customers with kindness and empathy

• Excellent problem-solving, and organizational skills

Comfortable handling escalations and sensitive member situations

Key Competencies

• Calm under pressure

• Highly organized and detail-oriented

• Empathetic, member-first mindset

• Strong decision-making and prioritization skills

About Us
Backed by a team of world class investors, we are a healthcare startup on a mission to make our health system more effective, accessible, and affordable to everyone. From running large hospitals and health plans to serving on federal healthcare advisory boards to solving the world's hardest problems at Palantir, our team has done it all. As part of this core group at Angle Health, you will have the right balance of support and autonomy to grow both personally and professionally and the opportunity to own large parts of the business and scale with the company. 

Angle Health is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. Angle Health is committed to working with and providing reasonable accommodations to applicants with physical and mental disabilities. 

⚠️ A Note on Recruiting Outreach
We’ve been made aware of individuals falsely claiming to represent Angle Health using lookalike email addresses (like @anglehealthcareers.com). Please note that all legitimate emails from our team come from @anglehealth.com. We will never ask for sensitive information or conduct interviews via messaging apps.