Customer Advocacy Team Lead

We are looking for an experienced Customer Advocacy Team Lead to guide the resolution of complex customer concerns in a highly regulated environment. This position oversees sensitive case handling, supports service quality and compliance standards, and works closely with cross-functional partners to drive timely, accurate outcomes. The ideal candidate brings strong leadership, sound judgment, and a customer-centered approach to escalated issue management.

Responsibilities:
• Direct the day-to-day coordination of escalated customer matters, including complaints, appeals, grievances, and executive-level concerns.
• Distribute assignments across the team, monitor service timelines, and address risks that could affect resolution quality or turnaround expectations.
• Evaluate case findings, correspondence, and supporting records to ensure responses are accurate, complete, thorough, and aligned with policy requirements.
• Provide hands-on guidance to team members by strengthening investigative methods, written communication, documentation practices, and decision-making consistency.
• Collaborate with departments such as compliance, legal, billing, claims, enrollment, and operations to remove barriers and support effective case resolution.
• Maintain organized tracking tools, documentation templates, and case records to support visibility, consistency, and operational control.
• Analyze recurring complaint patterns and workflow gaps, then recommend practical improvements to enhance service delivery and reduce repeat issues.
• Contribute to audit preparation, reporting activities, and ongoing quality initiatives by ensuring documentation is complete and review-ready.
• Promote strong privacy, compliance, and recordkeeping standards while modeling accountability, service excellence, and customer advocacy in every interaction.

Qualifications:

• At least 5 years of experience in healthcare, health insurance, regulatory support, escalated customer service, appeals, grievances, or a similarly structured environment.

• A minimum of 2 years in a lead, senior-level, coaching, or workflow oversight capacity.

• Strong ability to write clearly, investigate issues thoroughly, and maintain detailed, accurate documentation.

• Demonstrated success handling time-sensitive cases, competing priorities, and high-impact customer concerns.

• Experience coaching colleagues and driving consistency across complex operational processes.

• High school diploma or equivalent is required.

• An associate or bachelor’s degree is preferred.

• Background in complaint resolution, audit support, reporting, or compliance review activities is advantageous.

Compensation

$76,000.00-$93,000.00 Yearly

About Us

Robert Half is the world’s first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.

Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app and get 1-tap apply, notifications of AI-matched jobs, and much more.

All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.

© 2025 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking “Apply Now,” you’re agreeing to Robert Half’s Terms of Use and Privacy Notice.