Customer Service Supervisor (Healthcare)

About this role

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.

Qualifications

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 see their collective purpose and how their work connects to Centivo's mission and broader organizational goals.

• Customize — Adapts leadership approach — how to delegate, coach, communicate, and support — to the individual and the task at hand.

Centivo Values:

- Resilient – This is wicked hard. There is no easy button for healthcare affordability. Luckily, the mission makes it worth it and sustains us when things are tough. Being resilient ensures we don’t give up.

- Uncommon - The status quo stinks so we had to go out and build something better. We know the healthcare system. It isn't working for members, employers, and providers. So we're building it from scratch, from the ground up. Our focus is on making things better for them while also improving clinical results - which is bold and uncommon.

- Positive – We care about each other. It takes energy to do hard stuff, build something better and to be resilient and unconventio

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