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Supervisor, Revenue Cycle Support Operations

Miami-Dade County, FloridaHybridFull-time

AI Summary

Leads and manages a team of revenue cycle support representatives, overseeing daily operations, performance, and customer issue resolution for a homecare technology platform.

About this role

HHAeXchange is the leading technology platform for home and community-based care. Founded in 2008, HHAeXchange was born out of an idea to create a fully comprehensive end-to-end homecare solution to help people who are aging or have disabilities thrive in their homes and communities.

The Supervisor, Revenue Cycle Support Operations, is responsible for the day-to-day leadership and operational execution of the Revenue Cycle Support team. Reporting to the Sr. Manager, Interoperability Operations, this role leads a team of approximately eight support representatives focused on assisting customers with billing, claims, reimbursement, and revenue cycle-related issues within the HHAeXchange platform.

The Supervisor serves as a people-first leader who develops team capability, promotes independent problem solving, ensures operational excellence, and drives a high-quality customer experience. This role is responsible for daily support operations, performance management, escalations, process improvement, and service delivery results.

This is a hybrid position, with an expectation to report to the Miami, FL office 3 days/week (typically Tues/Wed/Thurs).

Essential Job Duties

  • 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 Job Duties

  • Other duties assigned by supervisor or HHAeXchange leader.

    • Travel Requirements

  • Travel up to 10%, including overnight travel

    • Required Education, Experience, Certifications and Skills

  • 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.

    • Skills

    Claims ProcessingEscalation HandlingHealthcare BillingJiraKnowledge ManagementOperational MetricsQuality ReviewsQueue ManagementReimbursementSaaSSalesforceSLA Management

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