Customer Service Supervisor (Healthcare)

Requirements

• Required:
• Minimum 3 years of supervisory or management experience in a customer service or operations environment
• Minimum 2 years of experience in a TPA, health insurance, or employee benefits setting
• Working knowledge of CPT codes, ICD-9/ICD-10 coding, and medical terminology
• Demonstrated ability to communicate professionally in both written and verbal formats
• Experience working in a regulated environment with adherence to HIPAA and/or data privacy requirements
• Proficiency in Microsoft Office and the ability to learn new proprietary systems
• High school diploma required
• Preferred:
• Experience with health plan claims adjudication - either through direct claims processing or by supervising a team responsible for claims adjudication
• Experience leading a team with dual responsibility for both member-facing customer service and claims adjudication; candidates who have managed this combined scope are strongly preferred
• Associate's or bachelor's degree in a related field
• Experience with call center platforms or CRM/ticketing tools
• Familiarity with self-funded employer health plan structures and ERISA-governed benefit plans
• Work Location
• Buffalo-based office
• Leadership Skills & Behaviors
• Business Acumen - A keenness and quickness in understanding and dealing with a business situation in a manner likely to lead to a good outcome. Able to think beyond their immediate team to understand the broader impact of operational decisions.
• Flexibility / Working Through Ambiguity - Energized by new challenges; able to consider different perspectives and work with incomplete information to arrive at practical, actionable next steps.
• Systems Thinking - Able to see how processes connect upstream and downstream; anticipates the ripple effects of changes and proactively flags potential impacts.
• People Manager Leadership Behaviors (The 5 Cs)
• Communicate - Discusses team direction, goals, and in times of uncertainty, what we know and don't know - so team members always understand what matters and why.
• Clarify - Sets clear expectations for what good looks like; addresses performance gaps directly by ensuring team members understand what is expected and how to get there.
• Coach - Provides ongoing recognition and development feedback; helps team members find solutions to challenges and grow in their roles.
• Connect - Helps team members

Benefits

Additional Information

We exist for workers and their employers -- who are the backbone of our economy. That is where Centivo comes in -- our mission is to bring affordable, high-quality healthcare to the millions who struggle to pay their healthcare bills. Summary of Role: The Supervisor, Member Care, plays a critical role in delivering on Centivo's promise to members, employers, and providers. This position leads a team of Member Care Specialists (MCSs), serving as the first line of supervisory support, coaching, and accountability for day-to-day team performance. The Supervisor ensures service levels and client SLAs are consistently met, escalations are resolved with urgency and care, and every member interaction reflects Centivo's commitment to high-quality, personal support. This is a client-facing role that requires confidence in presenting performance updates and operational summaries to external stakeholders. The ideal candidate brings a combination of operational discipline, people-first leadership, and a genuine commitment to making healthcare work for real people. Responsibilities Include - Supervise, guide, and coordinate the daily activities of the Member Care Specialist team, including workload distribution, scheduling, and real-time queue management. - Monitor individual and team performance against established SLAs, KPIs, and quality standards; track and report metrics and escalations to the Director regularly. - Serve as the first point of escalation for complex member, provider, or client inquiries; ensure timely resolution and appropriate follow-through on all escalated issues. - Coach and develop team members through ongoing feedback, recognition, and targeted training; assess individual training needs and instruct new team members during onboarding. - Conduct regular performance check-ins and contribute to formal performance reviews; document performance issues and support the performance management process in partnership with the Director. - Compile and present client-facing operational updates, including volume, quality metrics, and escalation summaries, on weekly or as-needed client calls. - Maintain current knowledge of Centivo's products, processes, client configurations, and regulatory requirements, including HIPAA and data privacy laws. - Ensure the team adheres to all compliance standards, policies, and best practices, including data security and confidentiality requirements. - Operate as a backup for other Supervisors as needed to ensure continuity of service. - Answer overflow inbound and outbound calls, emails, and faxes as operational needs require.

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