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:

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. TheHealthcare Customer Service Supervisoroversees 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 successfully, an individual must be able to perform each essential function satisfactorily. Below are representative of the knowledge, skills, and abilities required.

• Thorough working knowledge of CPT/HCPCs/ICD-9/ICD-10 coding.

• Strong verbal and written communication skills; Ability to communicate professionally with internal and external audiences.

• Excellent interpersonal skills: Ability to maintain professionalism and composure in difficult interactions or conflict as well as builds credibility and trust.

• Solid supervisory skills: ability to effectively assess skills, transfer knowledge/skills to others and lead/direct the work of others.

• Ability to handle any non-standard situations that may arise applying good judgment and decision- making skills.

• Strong understanding of customer service policies and processes; healthcare Provider customer service background with demonstrated ability to adapt and document workflow as needed in a dynamic growth environment.

• Possess knowledge of Medicare rules and regulations.

• Demonstrated knowledge and skills in medical claims processing and/or billing experience required to perform job duties.

• Experience in some capacity of medical claim quality assurance, or past demonstrated experience in a QA function.

• Good problem-solving and analytical skills; ability to identify and resolve root-cause.

• Able to maintain confidentiality of sensitive data.

• Solid desktop system skills; strong use of standard Microsoft office applications including strong Excel skills; and adept in quickly adapting to use of various business systems and applications.

• Proven attention to detail and excellent organization skill.

• Ability to successfully perform function with minimum supervision.

• Time management skills to effectively manage diverse workload while completing work within allocated time frames in a fast-paced dynamic environment. Ability to adapt to changes easily and assist others to do so.

Required and Preferred Qualifications

Education and Experience:

• High school degree or GED required. Some college AS or BS degree is plus.

• Minimum 6 years progressive customer service experience in the medical or health insurance field.

• Minimum 1+ years prior experience successfully supervising or managing clerical, administrative or operations non-exempt staff.

WHAT WE OFFER:

Machinify offers a wide range of benefits to help support a healthy work/life balance. These benefits include medical, dental, vision, HSA/FSA options, life insurance coverage, 401(k) savings plans, family/parental leave, paid holidays, as well as paid time off annually. For more information about our benefits package, please refer to our benefits page on our website or discuss with your Talent Acquisition contact during an interview.

Physical Requirements & Additional Notices:

If working in a hybrid or fully remote setting, access to reliable, secure high-speed Internet at your home office location is required. Proof of such may be required prior to an offer being made. It is the Employee's responsibility to maintain this Internet access at their home office location.

The following is a general summary of the physical demands and requirements of an Office/Clerical/Professional or similar job, whether completed remotely at a home office or in a typical on-site professional office environment. This is not intended to be an exhaustive list of requirements, as physical demands of each individual job may vary.

• Regularly sits at a desk during scheduled shift, uses office phone or headset provided by the Company for phone calls, making outbound calls and answering inbound return calls using an office phone system; views a computer monitor, types on a keyboard and uses a computer mouse.

• Regularly reads and comprehends information in electronic (computer) or paper form (written/printed).

• Regularly sit/stand 8 or more hours per day.

• Occasionally lift/carry/push/pull up to 10lbs.

Machinify is a government contractor and subject to compliance with client contractual and regulatory requirements, including but not limited to, Drug Free Workplace, background requirements, and other clearances (as applicable). As such, the following requirements will or may apply to this position:

• Must submit to, and pass, a pre-hire criminal background check and drug test (applies to all positions). Ability to obtain and maintain client required clearances, as well as pass regular company background and/or drug screenings post-hire, may be required for some positions.

• Some positions may require the total absence of felony and/or misdemeanor convictions. Must not appear on any state/federal debarment or exclusion lists.

• Must complete the Machinify Teleworker Agreement upon hire and adhere to the Agreement and all related policies and procedures.

• Other requirements may apply.

All employees and contractors for Machinify may and/or will have access to Sensitive, Proprietary, Confidential and/or Public data. As such, all employees and contractors will have ownership and responsibility to report any violations to the Confidentiality and Integrity of Sensitive, Proprietary, Confidential and/or Public data at all times. Violations to Machinify's policy related to the Confidentiality or Integrity of data may be subject to disciplinary actions up to and including termination.

Machinify is committed to the full inclusion of all qualified individuals. In keeping with our commitment, Machinify will take the steps to assure that people with disabilities are provided reasonable accommodations. Accordingly, if you believe a reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, please contact Machinify's Human Resources team to discuss further.

Our diversity makes Machinify unique and strengthens us as an organization to help us better serve our clients. Machinify is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, age, religion, gender, gender identity, sexual orientation, pregnancy, age, physical or mental disability, genetic characteristics, medical condition, marital status, citizenship status, military service status, political belief status, or any other consideration made unlawful by law.

THIRD PARTY RECRUITMENT AGENCY SUBMISSIONS ARE NOT ACCEPTED UNLESS EXPLICITY AGREED TO IN WRITING