Supervisor, Revenue Cycle Support Operations

Lead, mentor, and develop a team of Revenue Cycle Support representatives through coaching, performance feedback, career development, and accountability.

Foster a high-performing, customer-focused team culture that encourages collaboration, ownership, and continuous improvement.

Manage day-to-day support operations, including workload distribution, queue management, staffing coverage, and SLA attainment.

Define, maintain, and uphold service standards related to case management, customer communication, response times, and escalation handling.

Oversee support activities related to billing inquiries, claim rejections, denials, claim status concerns, reimbursement issues, and platform-related revenue cycle workflows.

Ensure customer issues are appropriately identified, triaged, tracked, escalated, and resolved while maintaining clear customer communication throughout the lifecycle of a case.

Serve as the primary escalation point for complex customer issues and participate directly in customer meetings when leadership engagement is required.

Monitor team performance through operational metrics, quality reviews, customer feedback, productivity measurements, and SLA performance.

Conduct performance reviews, address performance concerns, and support employee growth through individualized development plans.

Develop, maintain, and continuously improve operational procedures, knowledge base content, training materials, and standard operating procedures.

Collaborate with Product, Engineering, Customer Support, Revenue Cycle Operations, and other internal teams to resolve issues and drive systemic improvements.

Identify trends, recurring issues, and opportunities for process improvement, escalating broader organizational concerns to leadership as appropriate.

Leverage Salesforce, Jira, reporting tools, and AI-enabled solutions to manage team performance, improve efficiency, and provide operational insights

Other duties assigned by supervisor or HHAeXchange leader.

Travel up to 10%, including overnight travel

Bachelor’s degree or equivalent work experience.

3+ years of experience leading customer support, technical support, interoperability support, service delivery, or revenue cycle support teams.

Experience supporting SaaS-based healthcare technology solutions.

Strong understanding of healthcare billing workflows, claims processing, claim rejections, denials, reimbursement concepts, and customer support operations.

Experience managing queues, SLAs, productivity metrics, and quality programs.

Strong customer service, communication, and conflict-resolution skills.

Experience with Salesforce, Jira, and knowledge management platforms.

Ability to manage multiple priorities in a fast-paced environment.

Strong analytical, organizational, and problem-solving skills.

Experience working with healthcare technology, revenue cycle, interoperability, or payer-related solutions preferred.