Supervisor, Care Operations (Remote)

About Us:

A pioneer in the caregiving space, Careforth supports family caregivers across the United States to confidently care for their loved ones at home. Through a combination of in-person home visits, remote coaching and our proprietary digital collaboration app, we provide caregivers with support, guidance, confidence, and connection to resources they need. The Caregivers and families we support stay with Careforth for many years, building lasting relationships along the way. Join us today and live our values: lead with heart, cultivate trust, go beyond.

Position Summary:

Reporting to the Manager, Care Operations, the Supervisor, Care Operations oversees the day-to-day operations of the team that provides centralized, administrative support to care teams, caregivers, and consumers, enabling the efficient and effective delivery of high-quality care services at scale. This role oversees high-volume inbound/outbound contact activity, document and data management, Cost Share (the Medicaid-determined portion of service cost owed directly by the consumer) and caregiver pay support, and new caregiver credentialing intake, while ensuring timely, accurate, and compassionate service. This individual supports staff performance and development, drives consistency across systems and workflows, and partners closely with clinical and other cross-functional teams to ensure requests are triaged and routed appropriately.

What You Will Do:

• Supervise the Care Management Support Specialist and Office Assistant teams, ensuring timely, accurate, and compassionate service across high-volume inbound and outbound interactions, including phone, email, and case/ticket management activities.
• Serve as the primary escalation and coordination point for support-related inquiries, ensuring timely routing and resolution of requests.
• Coordinate daily service operations, including case resolution, cost share support, caregiver pay inquiries, and escalation management, partnering with internal stakeholders to resolve complex issues.
• Oversee documentation and data management processes, including Stipend Verification Letters, case management system data entry, and related records, ensuring accuracy, completeness, and timely processing.
• Coordinate caregiver onboarding support activities, including credentialing intake requirements, in partnership with the Caregiver Credentialing team.
• Coach, develop and hold team members accountable for service, quality, and performance expectations.
• Monitor service levels, workload distribution, and operational metrics to identify trends, improve workflows, and optimize system utilization.
• Ensure appropriate scheduling, coverage, and resource allocation to meet departmental service expectations, providing direct support during periods of high demand as needed.
• Maintain quality and compliance standards through regular review of documentation, data entry, and operational processes.
• Perform other projects and duties as assigned

What You Will Bring:

• 3+ years of customer service, contact center, or administrative operations experience; experience in healthcare or human services strongly preferred
• Demonstrated experience leading, coaching, or supervising others, with the ability to hold a team accountable
• Experience with Salesforce or a similar case management/CRM platform; comfortable managing high-volume phone, email, and queue/ticketing activity
• Strong attention to detail and experience maintaining data integrity in a regulated environment
• Strong written and verbal communication skills, with a compassionate, patient-centered approach

You'll Benefit From:

At Careforth your well-being matters. With flexible schedules, a remote-first culture, and a nationally recognized wellness program, our benefits are designed to help you thrive, both professionally and personally. Discover how we invest in you: https://careforth.com/careers/#benefits

The pay range for this position is $21.05 - $25.25 The actual wage offered may be lower or higher depending on budget and candidate experience, knowledge, skills, qualifications, and geographic location.

Join Our Award Winning Team:

Founded in Boston, Careforth's caregiver programs and services improve health outcomes, keeping care at home longer. Additionally, our programs provide financial benefit to caregivers and cost savings to state agencies and health plans. At Careforth, we understand the challenges of caregiving and are committed to supporting family caregivers at every turn.

Caregivers play a critical role in the future of healthcare—and so can you.

Apply now!

For more information, please visit www.Careforth.com.

Careforth is an Equal Opportunity Employer*

DISCLAIMER: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.

*Careforth supports families with diverse backgrounds and as an equal opportunity employer, we seek employees who reflect the diverse population we serve. Careforth complies with all applicable laws concerning hiring and employment practices and is firmly committed to fostering and maintaining a workplace free from discrimination. We pledge to hire, train, and promote our employees without regard to race, religion, gender, gender identity, genetic information, age, national origin, sexual orientation, disability, veteran status, or any other category protected by applicable law.

Careforth strives to create experiences that are accessible and welcoming to everyone, including making www.careforth.com and the careers site accessible to any and all users. If you would like to contact us regarding the company’s diversity, equity and inclusion initiatives, inquire about a specific accessibility need or the accessibility of our website, or if you need assistance completing an application process, please contact People & Culture at 866-797-2333.