Customer Service Supervisor

Responsibilities

• Supervise and coordinate daily activities of the Member Care Specialist team
• Monitor team performance against SLAs, KPIs, and quality standards
• Serve as the first point of escalation for complex member, provider, or client inquiries
• Coach and develop team members through ongoing feedback and training
• Conduct performance check-ins and contribute to formal reviews
• Compile and present client-facing operational updates and metrics
• Ensure adherence to HIPAA, data privacy, and compliance standards
• Assist with inbound and outbound calls, emails, and faxes as needed

Requirements

• Minimum 3 years of supervisory or management experience in customer service or operations
• 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
• Experience working in a regulated environment with HIPAA/data privacy requirements
• Proficiency in Microsoft Office
• High school diploma

Preferred Qualifications

• Experience with health plan claims adjudication
• Experience managing teams with both customer service and claims adjudication responsibilities
• 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 plans

About the Company

Centivo is an innovative health plan for self-funded employers on a mission to bring affordable, high-quality healthcare to the millions who struggle to pay their healthcare bills.