Devoted Health

Compensation

Full Description

Job Description A Bit About This Role: As the Manager, Service Oversight & Insights, you will provide enterprise oversight of member service experiences across complaints, grievances, and call center interactions, with a strong emphasis on governance, risk identification, and consistency of execution. This role focuses on identifying trends, risks, and opportunities that inform how member issues are identified, resolved, escalated, and prevented across the organization, helping reduce downstream experience, compliance, and audit risk. Blending operational oversight with an insights-driven, program-oriented approach, you will connect people, processes, and data to drive continuous improvement, experience reliability, and audit readiness. You will partner closely with Call Center Operations, Complaint and Grievance teams, Compliance, Quality, Data, Technology, and other stakeholders to translate insights into prioritized initiatives and drive improvements from concept through implementation, while balancing member experience, regulatory expectations, and operational risk. Your Responsibilities and Impact Will Include: Service Experience Oversight (Complaints & Call Center): Provide ongoing oversight of member complaints and grievance activity, ensuring alignment with call center workflows, regulatory requirements, internal standards, and audit expectations. Review call center interactions and complaint data to ensure member issues are accurately identified, documented, categorized, and routed, reducing experience gaps and misclassification risk. Act as a point of coordination between Call Center Operations and Complaint/Grievance teams to support seamless handoffs, risk awareness, and a consistent, member-centered experience. Trend Identification & Risk Insights: Analyze complaint and call center data holistically to identify trends, emerging risks, and systemic experience issues. Conduct root cause analysis to distinguish individual case issues from enterprise-level opportunities or risks. Surface early warning signals from call drivers, repeat contacts, complaint narratives, and escalation behavior to inform proactive action, experience improvement, and audit risk mitigation. Program & Initiative Leadership: Support cross-functional initiatives tied to service experience improvement, complaint reduction, call center performance, audit readiness, or risk mitigation. Help define initiative scope, objectives, timelines, success metrics, and dependencies with a focus on member impact and risk reduction. Coordinate work across teams, track progress, address barriers, and communicate status and outcomes to stakeholders while maintaining flexibility as priorities evolve. Audit Readiness, Reporting & QA Support: Support program-level audit readiness for complaints, grievances, and call center processes, with attention to documentation accuracy, experience consistency, and control effectiveness. Partner with Compliance and Quality teams to support internal and external audits, including documentation, reporting, and response coordination. Review quality assurance findings and audit observations to help drive corrective actions, risk mitigation, and sustainable process improvements. Cross-Functional Partnership & Enablement: Work collaboratively across Operations, Compliance, Quality, Data, Technology, Product, and Provider teams to address experience gaps and risk areas. Facilitate working sessions to align stakeholders on problem definition, solution design, ownership, and next steps. Ensure follow-through on agreed-upon actions and document decisions, outcomes, and lessons learned. Analytics, Tools & Continuous Improvement: Partner with Data and Technology teams to leverage analytics and language models to analyze call transcripts, complaint narratives, and member feedback for experience and risk insights. Support the development of dashboards, reporting, and tools that improve visibility into service experience performance, quality outcomes, and audit risks. Identify opportunities for process improvements, automation, or workflow enhancements while balancing speed, governance, and experience consistency. Reporting & Leadership Support: Prepare clear, concise updates and readouts for leadership on service experience trends, risks, quality findings, and initiative progress. Translate complex operational, analytical, and audit insights into decision-ready summaries. Escalate emerging risks appropriately and provide thoughtful recommendations and options. Required Skills and Experience: • 5+ years of experience in Medicare Advantage operations, service experience oversight, call center operations, complaints/grievances, or related roles • Working knowledge of CMS complaint and grievance requirements • Experience supporting audit readiness, quality programs, or compliance-related initiatives • Experience working cross-functionally in dynamic or ambiguous environments • Strong organizational, analytical, and problem-solving skills Desired Skills and Experience: • Experience supporting cross-functional programs or initiatives • Comfort working with data, dashboards, and analytics tools • Exposure to internal or external audits, quality assurance programs, or corrective action planning Salary range: $76,000 - $110,000 / year 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 job. Our Total Rewards package includes: • Employer sponsored health, dental and vision plan with low or no premium • Generous paid time off • $100 monthly mobile or internet stipend • Stock options for all employees • Bonus eligibility for all roles excluding Director and above; Commission eligibility for Sales roles • Parental leave program • 401K program • And more.... • Our total rewards package is for full time employees only. Intern and Contract positions are not eligible. Healthcare equality is at the center of Devoted’s mission to treat our members like family. We are committed to a diverse and vibrant workforce. At Devoted Health, we’re on a mission to dramatically improve the health and well-being of older Americans by caring for every person like family. That’s why we’re gathering smart, diverse, and big-hearted people to create a new kind of all-in-one healthcare company — one that combines compassion, health insurance, clinical care, service, and technology-to deliver a complete and integrated healthcare solution that delivers high quality care that everyone would want for someone they love. Founded in 2017, we've grown fast and now serve members across the United States. And we've just started. So join us on this mission! Devoted is an equal opportunity employer. We are committed to a safe and supportive work environment in which all employees have the opportunity to participate and contribute to the success of the business. We value diversity and collaboration. Individuals are respected for their skills, experience, and unique perspectives. This commitment is embodied in Devoted’s Code of Conduct, our company values and the way we do business. As an Equal Opportunity Employer, the Company does not discriminate on the basis of race, color, religion, sex, pregnancy status, marital status, national origin, disability, age, sexual orientation, veteran status, genetic information, gender identity, gender expression, or any other factor prohibited by law. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment.