Member Advocate - Member Advocate Collective Health Employee Review

I’m Roy Gilbert, and I am the COO of Collective Health. I read your review and I am sorry to hear that you had a poor experience as a Member Advocate. Our MA’s are core to our mission of providing an amazing member experience so people can understand and take control of their healthcare. We take exceptional care in hiring, training, and mentoring our team. We are happy that even though this is a challenging role, we hire less that 5% of the people who apply and over 90% of our candidates accept an offer to join our program. Your feedback is appreciated and helpful, and matches up with some of the things we are improving (for example, our new scheduling tool offers a lot more flexibility than the home-grown solution that you had to use). I would like to address a few things called out here: - As an MA, you get the opportunity to work with a manager who is passionate, caring and works hard to mentor you and their high-performing team. Manager roles on our team are reserved for people who excel in the core job -- we believe that the best leaders are those that have demonstrated the intricate knowledge needed to excel in a role. All of our new managers receive extensive training, and they work extremely hard to support their teams. - We structure our Ops team differently than the way a call center would, which is why you probably heard us say, “We aren’t a call center!” over and over. Our jobs require us to solve complex problems with our customers that directly impact their health and their finances, and there is often no script to follow. These problems require horsepower and empathy. That’s why we hire people with critical problem solving skills, enthusiasm for digging into systemic issues, and a tolerance for ambiguity. Our training program is demanding and our MA’s that succeed in the program learn the details of our complex healthcare system in a way that no graduate course can duplicate. - The MA role is in many ways the first step to an amazing career within a fast-growing startup. Our entire Ops team is growing fast, and if you are a strong performer then after your first year there are opportunities across the team in specialist functions, client and partner management, and team leadership. And other high-performing members of the Ops teams have moved on to other Collective roles like product design, sales, etc. Since the organization is dynamic, it’s not a sharply defined career ladder but instead our best people are forging their own path in an exceptionally fast growing company. Thanks again for your feedback, and I sincerely hope you have success in whatever you do next. Roy Gilbert Chief Operating Office