Western Health Advantage

Member Services Supervisor I Sacramento, CA Full Time Member Services Manager/Supervisor Member Supervisor I Department: Member Services Location: Sacramento (Onsite/Hybrid) Schedule: Full-Time | Exempt Compensation: $70,304 to $72,000 annually Travel: Minimal, as needed "Our purpose is strong, our impact is lasting, join us on the journey" Western Health Advantage  Lead the Team That Supports Every Member Moment If you’re a natural leader who knows how to balance people, performance, and purpose, this role puts you right at the center of it all. You thrive in fast-paced environments, know how to coach through challenges, and can turn data into action that improves both team results and member experience. At Western Health Advantage, our Member Services Supervisors guide and support the teams that serve our members every day. You’ll lead with clarity, build strong team performance, and partner across the organization to ensure every interaction reflects the quality and care we stand for. What You’ll Do Team Leadership and Development - Supervise, coach, and support Member Services Representatives and Quality Assurance staff - Maintain high performance standards through regular feedback, coaching, and evaluations - Support hiring, training, and development of team members - Foster a positive, accountable, and service-driven team environment Operational Performance and Strategy - Monitor and analyze department performance using KPIs and reporting tools - Partner with leadership to develop and implement strategies to close performance gaps - Align team goals with organizational priorities and business plans - Support workforce planning, scheduling, and attendance tracking Member Experience and Issue Resolution - Handle escalated member concerns with professionalism and care - Support team members in resolving complex or sensitive situations - Ensure timely, accurate responses to member needs and service commitments - Promote a high-quality, member-centered service approach Cross-Functional Collaboration - Partner with internal teams and leadership on projects and business initiatives - Communicate updates, performance insights, and recommendations to stakeholders - Contribute to process improvements and department strategies Compliance and Quality Oversight - Promote and ensure adherence to privacy, security, and regulatory requirements - Monitor compliance with company policies and required trainings - Recommend and support improvements to policies and procedures What You Bring Education and Experience - Associate’s degree in Communications, Business Administration, or related field preferred - 5+ years of experience in a call center environment with increasing responsibility - Prior experience in healthcare, preferably within an HMO setting - Proven experience supervising, coaching, and developing team members Skills and Expertise - Strong leadership, coaching, and performance management skills - Ability to analyze data and translate insights into action - Effective communication and presentation skills - Ability to manage multiple priorities in a fast-paced environment Why This Role Matters This role is essential in ensuring our Member Services team delivers consistent, high-quality support to our members. By leading with clarity, accountability, and care, you directly influence team performance, member satisfaction, and the overall success of our service experience