Revenue Cycle Support Operations Supervisor

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.