locationsUS Remotetime typeFull timeposted onPosted Todayjob requisition idR12666
Why is Health Advocate a great place to work? For starters, Health Advocate employees enjoy helping people every single day. Employees are given the training they need to do their jobs well, and they work with supervisors and staff who are supportive and friendly. Employees have room to grow, and many of Health Advocate’s supervisors are promoted from within the company. Join our award winning team!
2025:
- Stevie® Awards for Sales & Customer Service: Customer Service Department of the Year – Healthcare, Pharmaceuticals, and Related Industries, Bronze Winner
2024:
- Excellence in Customer Service Awards: Organization of the Year (Small)
- Stevie® Awards for Sales & Customer Service: Customer Service Department of the Year – Healthcare, Pharmaceuticals, and Related Industries, Bronze Winner
- Best in Biz Awards: Most Customer-Friendly Company of the Year – Medium and large category (Silver)
As part of Teleperformance in the US, we were also named #95 in the 2024 ‘Fortune 100 Best Companies to Work For®’ in the USA by Great Places to Work (GPTW®)
Join Us as a Command Center Specialist (fully remote)
Drive real-time decisions. Protect performance. Keep operations running.
At Health Advocate, we’re on a mission to make healthcare easier to understand and easier to use—and that starts with operational excellence behind the scenes. As a Command Center Specialist, you’ll be at the center of it all, monitoring real-time performance, identifying risks, and taking action to ensure our service operations run smoothly 24/7.
This is a high-impact, fast-paced role where your ability to think critically, act quickly, and collaborate effectively will directly support our teams and the members we serve.
If you thrive under pressure, love working with data, and want to play a key role in maintaining business continuity, this could be the perfect fit.
What You’ll Do: Your Roadmap to Impact
In this role, you’ll support real-time operations by:
Monitoring Performance & Identifying Risk
- Track KPIs, call demand, service levels, and staffing conditions in real time
- Proactively identify performance risks and take action to stabilize operations
Driving Real-Time Decision Making
- Make quick, data-driven decisions to optimize service levels and cost efficiency
- Reallocate resources, request backfill support, and adjust staffing based on demand
Acting as the Operational Nerve Center
- Serve as a liaison between Technology, Operations, and Leadership during outages or disruptions
- Monitor external events (weather, regional disruptions, etc.) and coordinate response plans
Supporting Workforce Optimization
- Manage real-time staffing needs and respond to short-term operational requests
- Monitor automated staffing tools, alerts, and system-driven processes to ensure alignment
Communicating with Clarity & Urgency
- Provide real-time updates on performance, risks, and operational changes
- Share staffing opportunities and collaborate across teams to drive resolution
Driving Continuous Improvement
- Maintain detailed logs of actions and decisions
- Identify trends and recurring issues to improve staffing strategies and processes
Who You Are: The Specialist We’re Looking For
A Fast Thinker with Strong Judgment
- You can quickly assess situations, prioritize actions, and make confident decisions
A Data-Driven Problem Solver
- You’re comfortable analyzing performance data and translating it into real-time action
A Calm, Composed Operator Under Pressure
- You maintain focus and professionalism—even in high-stakes or urgent situations
A Collaborative Communicator
- You work effectively across teams, clearly conveying information and next steps
What You Bring
Experience That Sets You Apart
- 2+ years in a fast-paced customer service, operations, or workforce management environment
- Experience working with real-time performance metrics and making quick decisions
Technical & Analytical Skills
- Strong understanding of KPIs, call center dynamics, and workforce management principles
- Proficiency in Microsoft Office, especially Excel
Core Capabilities
- Ability to multitask, prioritize, and document decisions accurately
- Strong situational awareness and risk identification
- Ability to adapt quickly in a 24/7 operational environment
Preferred Experience
- Experience in call center operations, workforce management, or analytics
- Exposure to cross-functional collaboration across operations and technology teams
Why Health Advocate?
- Fully remote work (we provide the equipment you need)
- A fast-paced, high-impact role with real-time decision-making responsibility
- Collaborative culture focused on problem-solving and operational excellence
- Career growth opportunities in operations, workforce management, and analytics
- Competitive compensation salary starting at $35,000 annually
- Full benefits package, including:
- Medical, dental & vision
- Tuition assistance
- 401(k) with company match
- PTO & paid holidays
Your Next Move
Ready to be at the center of real-time operations and make an immediate
impact?
If you’re energized by fast-paced environments and want to play a critical role in keeping operations running smoothly, we’d love to meet you.
Apply today to join Health Advocate as a Command Center Specialist.
Physical Requirements:
This position is primarily sedentary, requiring prolonged sitting while performing administrative tasks. The role involves extensive use of a computer for typing, mouse navigation, and reading information on a screen for extended periods. Frequent phone use is required for communication with team members, clients, or external parties. Essential physical functions include fingering, grasping, pulling hand-over-hand, and repetitive motions necessary for navigating software, entering data, and interacting with electronic documents.
Mental and Cognitive Requirements:
The role requires strong concentration, attention to detail, and the ability to complete tasks accurately. Critical thinking and problem-solving skills are essential to address issues that may arise in day-to-day duties. Effective verbal and written communication skills are needed for responding to inquiries and collaborating with others.
Work Environment:
This position is fully remote and requires a home office environment with appropriate lighting, a computer, and phone access. The workspace should be free from distractions to ensure effective focus and productivity during work hours.