Care Pathway Guide Supervisor

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