Customer Service Supervisor – Healthcare

About the role

Centivo is seeking a Customer Service Supervisor to lead its Member Care Specialist team. In this client‑facing position you will ensure high‑quality, personal support for members, employers, and providers while meeting service level agreements.

Key responsibilities

• Supervise daily activities of the Member Care Specialist team, including scheduling, workload distribution, and real‑time queue management.
• Monitor individual and team performance against SLAs, KPIs, and quality standards; report metrics and escalations to the Director.
• Serve as the first escalation point for complex member, provider, or client inquiries and ensure timely resolution.
• Coach, develop, and onboard team members, providing ongoing feedback and performance reviews.
• Compile and present operational updates and escalation summaries during client calls.

Required profile

• Minimum 3 years supervisory or management experience in a customer service or operations environment.
• At least 2 years experience in a TPA, health insurance, or employee benefits setting.
• Working knowledge of CPT codes, ICD‑9/ICD‑10 coding, and medical terminology.
• Demonstrated professional written and verbal communication skills.
• Experience operating in a HIPAA‑compliant, regulated environment.
• Proficiency with Microsoft Office and ability to learn proprietary systems.

Required skills

• CPT coding
• ICD‑9 coding
• ICD‑10 coding
• Medical terminology
• Microsoft Office suite
• Call center platforms
• CRM/ticketing tools