Customer Service Supervisor (Healthcare)

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…