Job Summary:

The Medefy Health Benefits Navigation Supervisor is an operational systems leader who has successfully transitioned from tactical execution to proactive systems building and performance coaching. This role serves as the primary operational leader for the Benefits Navigation team, focusing on building sustainable operational frameworks, developing team members through coaching-based leadership, and creating outcome-driven performance systems. The Supervisor will move beyond reactive task management to establish operational systems that enable consistent team performance, reduce dependency on individual expertise, and create sustainable operational excellence. This role requires a shift from directive instruction to developmental coaching, building team capability through structured feedback, questioning, and growth-oriented conversations while maintaining operational effectiveness and meeting member expectations.

About our awesome company, Medefy Health...

Medefy Health (www.Medefy.com) is a leading SaaS benefits navigation company, dedicated to simplifying the way employees’ access and utilize their benefits. Our mission is to drive better health and financial outcomes for our users while supporting HR teams and broker partners with seamless, data-driven solutions.

Our company is headquartered in Tulsa, OK. We’re proud to be Oklahoma’s #1 fastest-growing company and rated by Inc. Magazine as the 37th fastest-growing tech company and the 288th fastest-growing company overall in the USA, and our story is still being written!

Healthcare is only getting more complicated, and more expensive, for employers and their employees. This is where Medefy Health comes in. We’re on a mission to eliminate the stress on hard-working families caused by an impossible to navigate healthcare system. All while saving them, and their employers, a significant amount of time and money. We demolish barriers between healthcare and the people who need it, and we need your help to further our mission!

Job Duties & Responsibilities:

Operational Systems Leadership & Development:

• Build Sustainable Operational Systems: Identify operational patterns, design preventive processes, and create structure that eliminates recurring issues and reduces reactive firefighting
• Develop Coaching-Based Leadership: Shift from directive instruction to developmental coaching, using structured frameworks (GROW model, SBI feedback) to build team problem-solving capabilities
• Create Outcome-Driven Performance Frameworks: Connect daily operational activities to measurable member outcomes and team performance objectives, ensuring team understands the "why" behind processes
• Establish Operational Planning Rhythms: Implement weekly planning and reflection processes, monthly performance improvement cycles, and proactive trend analysis to move from reactive to systematic operations
• Lead Through Operational Excellence: Build credibility and authority through consistent operational systems, clear boundaries, and reliable follow-through rather than relying solely on subject matter expertise

Daily Operations Management:

• Oversee Real-Time Team Performance: Monitor daily operations of Benefits Navigation Specialists and Care Guides, providing immediate support and guidance while building their independent capability
• Serve as Primary Operational Escalation Point: Handle daily escalation forms from care guides, complex member issues requiring supervisory attention, and urgent operational problems
• Ensure Operational System Adherence: Monitor adherence to daily schedules, operational procedures, and performance standards while coaching team members toward consistent execution
• Conduct Structured Team Communications: Lead daily huddles and shift briefings using systematic approaches to communicate priorities, updates, and operational changes
• Proactively Identify and Clear Operational Roadblocks: Recognize patterns that prevent team success and build systems to address root causes rather than symptoms

Performance Coaching & Team Development:

• Conduct Regular Coaching Conversations: Hold structured 1:1 meetings and provide ongoing performance feedback focused on development rather than correction, using questioning techniques to build problem-solving skills
• Monitor and Coach Daily Performance: Track daily/weekly performance metrics (chat volume, response times, QC scores) and provide immediate coaching interventions to improve outcomes
• Address Performance Issues Through Coaching: Handle minor performance concerns promptly through developmental feedback and coaching, documenting issues and collaborating with Manager on formal disciplinary needs
• Build Team Capability and Reduce Dependency: Create systems and processes that develop team members' independent decision-making and reduce reliance on supervisory intervention
• Support Team Lead II in Development Activities: Collaborate on training and development initiatives while focusing on operational coaching and performance optimization

Quality Assurance & Knowledge Management:

• Conduct Weekly Quality Control Reviews: Review direct reports' chats and interactions, providing developmental feedback tied to member outcomes and team performance objectives
• Ensure KB Compliance and Application: Train team on KB usage, monitor consistent application of knowledge base information, and identify knowledge gaps for update requests
• Submit KB Update Requests: Identify operational knowledge gaps and submit requests for KB updates to ensure team has current, accurate information for effective member support
• Monitor Team Knowledge Application: Provide coaching on knowledge application and ensure consistent use of available resources and tools

Scheduling & Coverage Management:

• Manage Daily Operational Scheduling: Coordinate team member schedules, shift changes, and PTO approval while maintaining adequate staffing for operational effectiveness
• Identify and Fill Coverage Gaps: Proactively arrange coverage for absences and call-outs, ensuring seamless operational coverage and member support continuity
• Monitor Schedule Adherence: Address attendance issues through coaching interventions and communicate with Manager regarding formal disciplinary needs for policy violations
• Coordinate Operational Communications: Manage Teams channels for operational communications, send routine operational alerts, and ensure effective information flow between shifts

Operational Process Optimization:

• Identify and Implement Tactical Improvements: Recognize daily operational inefficiencies and implement systematic improvements to optimize team workflows and eliminate bottlenecks
• Build Preventive Operational Systems: Create processes that prevent recurring issues and reduce the need for constant supervisory intervention
• Ensure Process Adoption: Support team adoption of process improvements, provide implementation coaching, and monitor effectiveness of operational changes
• Execute Marketing and Campaign Support: Coordinate member marketing pushes, holiday campaigns, and promotional activities while ensuring consistent messaging and team execution

Platform Management & Compliance:

• V3 Platform Interpretation and Management: Assist with daily V3 (state benefits plan platform) interpretation, troubleshooting, and operational management to ensure team effectiveness
• HIPAA Compliance Monitoring: Ensure team adherence to HIPAA requirements, monitor compliance in daily operations, and provide coaching on confidentiality standards
• Platform Management Support: Provide operational support for software platform tools, troubleshoot technical issues, and coordinate with technical teams for platform optimization
• System Integration Coordination: Support operational aspects of system integrations and ensure team adaptation to platform changes and updates

Cross-Functional Coordination & Hiring Support:

• Collaborate with Other Care Team Units: Ensure seamless service delivery and operational coordination between Benefits Navigation and other care team functions
• Interface with HPA/Operations: Coordinate operational needs and provide feedback on systems and processes that impact daily team performance
• Support Implementation Activities: Execute daily implementation tasks during new group launches, ensure team readiness, and provide operational support during transition periods
• Participate in Hiring Process: Support recruitment activities, participate in candidate interviews, and provide operational input on hiring decisions while collaborating with Manager on final selections

Performs other duties and special projects as assigned.

You must have at least the following:

• 4-6 years of work-related experience in healthcare and/or benefits navigation
• Successfully completed fundamental leadership training or demonstrated equivalent leadership development
• Solid people management strategies and leadership skills
• Proven operational systems thinking with experience building processes, identifying patterns, and creating sustainable operational improvements
• Coaching and developmental leadership skills with ability to develop team members through questioning, feedback, and growth-oriented conversations rather than directive instruction
• Experience building sustainable operational frameworks that reduce dependency on individual expertise and create consistent team performance
• Demonstrated ability to shift from reactive to proactive operations with experience in operational planning, trend analysis, and preventive problem-solving
• Proven track record of earning respect through operational excellence with ability to establish authority through consistent systems, boundaries, and reliable follow-through
• Experience managing team members with different skill sets, learning styles, and performance levels while maintaining operational effectiveness
• Strong pattern recognition and analytical skills with ability to identify operational trends and implement systematic solutions
• Ability to proactively identify and clear roadblocks that allow the team to succeed
• Demonstrated ability to set clear expectations, priorities and hold team members accountable for success
• Recognized for positive impact on team culture and sought out as a positive role model and mentor
• Proficiency with computers, Microsoft Office, apps and instant messaging
• Proficiency with text-based communication in real-time; type at least 55 words per minute
• Effective communication skills; verbal and written in English
• Willingness to cover night and weekend on-call shifts, if/when required
• A good general knowledge of the general healthcare ecosystem and trends
• A professional demeanor, especially when assisting others who are experiencing challenges
• The ability to multitask, while working both quickly and efficiently
• Strong organizational and time management skills

It would be great if you have:

• Bachelor's degree in Healthcare Administration, Business Administration, or related field
• 1+ year experience as a Medefy Care Team Lead II or equivalent supervisory role
• 3+ years' experience working in healthcare (LPN, CAN, billing department) and/or health insurance or benefits (e.g. health brokerage, insurance, benefits advisory, insurance adjustment, etc.) fields
• Medical assistant training
• Healthcare certification such as LPN, RMA, CMA, CCA
• Effective communication skills; verbal and written in Spanish
• In-depth knowledge of the health insurance processes including claims processing, explanation of benefits formatting and standard medical industry charge-off practices
• In-depth understanding of healthcare referral management practices with the ability to effectively communicate these practices to consumers
• Back-office medical experience
• Experience working in a data-driven environment and a proven track record of achieving performance targets, as required
• Experience with workforce management and scheduling software
• Previous experience in a call center or customer service supervisory role
• Formal management or leadership certification programs
• A relentlessly inquisitive nature, love researching and finding new answers

Supervisory Duties: Direct Supervision of Care Navigation Team, including Care Guides, Benefits Navigation Specialists, and Team Leads

Travel Requirements Percentage: None - 0%

Physical and Mental Requirements:

Remote Work Environment: This position is performed remotely in a home-office setting. The employee must ensure a quiet, private workspace free from distractions and suitable for video conferencing and focused work. A reliable high-speed internet connection is required.

Physical Demands:

• Prolonged periods of sitting at a desk and working on a computer (up to 8+ hours per day).
• Frequent use of a computer keyboard, mouse, and screen; ability to type at least 55 WPM.
• Occasional movement within the home office environment (e.g., retrieving office supplies or documents).
• Vision abilities required include close vision for computer use and reading documentation, with or without corrective lenses.
• Occasional light lifting of materials (up to 15 lbs), such as a laptop or office equipment, may be required.

Communication Requirements:

• Must be able to communicate effectively in English using written and verbal channels (email, chat, video conferencing, phone).
• Must be able to read and interpret complex written information such as healthcare documentation, performance reports, and company procedures.
• Must be responsive and present during scheduled working hours and team communications, including virtual meetings and collaboration platforms.

Cognitive and Emotional Demands:

• Operational Systems Thinking: Ability to identify patterns, build sustainable processes, and create preventive solutions to operational challenges
• Coaching and Development Skills: Strong capability to develop others through questioning, feedback, and growth-oriented conversations
• Multiple Priority Management: Ability to manage multiple complex operational tasks and competing priorities in a high-paced environment
• Independent Judgment and Problem-Solving: Strong decision-making skills with ability to exercise independent judgment under time constraints
• Emotional Resilience and Leadership Presence: Ability to maintain composure and professional demeanor under pressure while coaching team members through challenges
• Adaptability and Change Management: Must be able to adapt quickly to changing operational needs and team dynamics while maintaining system stability

Confidentiality and Discretion: Must maintain high level of confidentiality in handling sensitive information and performance management situations

Work Schedule & Attendance:

• Must be punctual, dependable, with potential for on-call duties as needed.
• Must maintain regular attendance and meet performance expectations without direct on-site supervision.

**Job description is not a comprehensive listing of all the activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.