As a Care Navigation Support Specialist, you lead day-to-day execution, performance management, and operational readiness across Care Support and Navigation. You are responsible for supervising a rotating support team, ensuring SOP alignment, managing 24/7 roster planning, and owning escalations. You are the key driver of consistency and quality in client-facing operations and play a pivotal role in feedback loops and rollout readiness.
1. Team Supervision Shift Oversight
- Supervise daily task execution, provide real-time guidance to Associates and Senior Associates.
- Plan and manage 24/7 shift rosters, ensuring consistent coverage and timely escalations.
- Monitor and coach performance; raise training or disciplinary needs when necessary.
2. SOP Enforcement Operational Quality
- Lead regular SOP audits and ensure high adoption and accuracy across shifts.
- Own escalation protocols; ensure documentation and follow-through on critical cases.
- Review and close feedback loops from QA and user complaints.
3. Operational Reporting Metrics Leadership
- Track and report team-wide performance across SLA, USAT, case resolution, tagging.
- Maintain hygiene in reporting dashboards and escalate blockers proactively.
- Drive issue resolution across workflow, user journey, or platform bugs.
4. Cross-functional Liaison Enablement
- Act as main liaison between Commercial and Product/Ops for launches.
- Validate new service workflows from a care ops lens before go-live.
- Share recurring insights from the team and users to improve process and experience.
Requirements
- Min 5 years of experience in a specialist, supervisor, or lead role in support/care.
- Demonstrated experience managing rosters, escalations, and performance reviews.
- Deep familiarity with SOPs, QA processes, and internal tool usage.
- Strong communicator and collaborator with cross-functional leadership.
- Willingness to support rotational (incl. graveyard) and weekend shifts when needed.
- Health tech experience is a strong plus.