Senior Manager, Care Advocacy

Team Leadership & People Development:

• Directly manage care advocates supporting patients across complex cohorts including abnormal results, high-risk, active cancer, and survivorship.
• Build performance management infrastructure with expectations, review cadences, and accountability frameworks.
• Conduct regular 1:1s and development discussions to invest in team growth.

Contractor Layer Oversight:

• Own relationship with contracted partner handling higher-volume, lower-complexity scheduling.
• Establish SLAs and build accountability systems for contractor layer performance.
• Develop quality review cadence covering ticket accuracy, turnaround time, and patient experience.

Operations & Infrastructure:

• Define workflow boundaries between care advocates and customer support.
• Build intake, escalation, and handoff processes across teams.
• Identify opportunities to automate repeatable work to increase team capacity.

Quality, Outcomes & Patient Impact:

• Establish error tracking and root cause analysis practices.
• Create clear escalation protocols to ensure cases reach the right people.
• Partner with Director to evolve care advocate function into proactive coaching model.