Supervisor, Healthcare Customer Service

ABOUT MACHINIFY:

In October 2025, Machinify acquired Performant and we are now part of the Machinify organization.  Machinify is a leading healthcare intelligence company with expertise across the payment continuum, delivering unmatched value, transparency, and efficiency to health plans. Deployed by over 75 health plans, including many of the top 20, and representing more than 170 million lives, Machinify’s AI operating system, combined with proven expertise, untangles healthcare data to deliver industry-leading speed, quality, and accuracy. We’re reshaping healthcare payment through seamless intelligence. 

ABOUT THE OPPORTUNITY:

Hiring Range: $60,000 - $62,000

The Healthcare Customer Service group is the primary point of contact for all providers, Medicare contractors, commercial clients, etc. They respond to all verbal and written inquiries and are responsible for utilizing reports to track inventory and aging.   The Healthcare Customer Service Supervisor oversees daily operations and a team supervision to ensure client customer service requirements are met timely and with high quality to meet business needs.  Oversees the daily team productivity, quality, handles escalated process issues, ensures staff is properly trained, and flow-down of changes are implemented and adopted accordingly.  Demonstrates knowledge and expertise in carrying out the following scope of responsibilities:

Key Responsibilities

• Supervise a team of clerical support staff and leads in accordance with policies, laws, and in the best interest of the company.

• Ensures smooth workflow for successful completion of customer service activities with high quality.

• Interfaces with other internal departments and subject matter experts as needed to resolve issues and communicate changes in requirements, systems, processes and procedures, as well as supports transition and adaptation by the team in a positive and effective manner.

• Provides answers and handles escalation from team members; handles escalated questions from providers and resolves issues via phone and written correspondence.

• Drives research, analysis and resolution of questions and issues that arise. 

• Provides training and support to new team members as well as all CSS team for any new or changing workflows or requirements.

• Contributes to continuous improvement efforts and develops/delivers tools and training to increase knowledge, efficiency and consistency of department output. 

• Assists management with establishing and communicating goals and expectations to team members.

• Review team members’ performance on a regular basis and provides direction, coaching, and training to maximize the efficiency and results workflow process of the team(s).

• Prepares and conducts annual staff performance reviews with support of management, and provides input to recommendations for transfer, promotion, termination, etc. of the team members.

• Resolves problems within the team and promotes collaboration and teamwork to ensure efficient, effective, team performance.

• Conducts regular meetings and communicates effectively with the team.

• Analyzes individual staff performance, attendance, compliance, work behaviors and adherence to policies; identifies individual and group issues and trends; communicates results and recommendations to the next level of management; and partners with management and HR to address accordingly.

• Reviews and approves scheduled time off requests, timecards, and other direct supervisory responsibilities as assigned through the HR/Payroll systems.  Monitors attendance and effectively raises and addresses concerns in collaboration with the next level management and HR.

• Follows and complies with company policies, processes and procedures.

• Successfully completes, retains, applies and adheres to content in required training as assigned including, but not limited to, information security, anti-harassment and other compliance and policy/ procedure training applicable for position.

• Maintain policy and procedure documents as well as contribute to the development and/or improvement of workflows and procedures based upon changing requirements.

• Maintain a current knowledge of all Medicare rules, regulations, policies and procedures, and contract requirements.

Knowledge, Skills and Abilities Needed

To perform this job