Customer Service Supervisor (Healthcare)

Centivo Inc.

Job Overview

Location

Buffalo

Job Type

Full-time

Full Job Description

📋 Description

• Supervise, guide, and coordinate the daily activities of a team of Member Care Specialists, including workload distribution, scheduling, and real-time queue management to ensure service continuity.
• Monitor individual and team performance against established SLAs, KPIs, and quality standards, tracking metrics and escalations for regular reporting to the Director.
• Serve as the first point of escalation for complex member, provider, or client inquiries, ensuring 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 hires during onboarding.
• Conduct regular performance check-ins and contribute to formal performance reviews, documenting performance issues and supporting the performance management process in partnership with the Director.
• Compile and present client-facing operational updates, including volume, quality metrics, and escalation summaries, during 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 team adherence to all compliance standards, policies, and best practices related to data security, confidentiality, and healthcare regulations.
• Operate as a backup for other Supervisors to ensure uninterrupted service delivery during absences or high-volume periods.
• Answer overflow inbound and outbound calls, emails, and faxes as operational demands require, maintaining direct member engagement when needed.
• Demonstrate business acumen by understanding the broader impact of operational decisions beyond the immediate team and aligning team goals with organizational outcomes.
• Apply flexibility and comfort with ambiguity by working effectively with incomplete information, adapting to changing priorities, and identifying practical next steps in dynamic environments.
• Utilize systems thinking to anticipate upstream and downstream ripple effects of process changes and proactively flag potential operational impacts.
• Communicate team direction, goals, and uncertainties clearly to ensure members understand what matters and why.
• Clarify expectations for performance by defining what good looks like and addressing gaps with specificity and support.
• Coach team members through ongoing development feedback, helping them solve challenges and grow in their roles.
• Connect team members to Centivo’s mission by reinforcing how their work contributes to affordable, high-quality healthcare for members and employers.
• Customize leadership approach by adapting communication, delegation, coaching, and support styles to individual team members and situational needs.
• Ensure all team interactions reflect Centivo’s commitment to personal, high-quality support and uphold the company’s values of resilience, uncommon innovation, and positivity.

🎯 Requirements

• 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

🏖️ Benefits

• Opportunity to work in a mission-driven organization focused on making healthcare affordable and accessible
• Collaborative, positive team culture that emphasizes mutual support, recognition, and resilience
• Leadership development through coaching, feedback, and exposure to client-facing operational reporting
• Exposure to innovative self-funded employer health plan structures and ERISA-governed benefit plans

Skills & Technologies

Onsite

Degree Required

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Centivo Inc.

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About Centivo Inc.

Centivo is a health plan administrator that partners with self-insured employers to provide affordable healthcare benefits. It builds custom networks of high-value primary care providers and specialists, emphasizing coordinated care, transparent pricing, and payment innovations like prospective bundled payments. The platform offers members digital tools for provider search, cost estimates, and care navigation, while giving employers predictable costs and data analytics to improve population health outcomes.

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