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 Required
- 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
What We Do
At HHAeXchange, we believe that healthcare should be simple, effective, and transparent. Since 2008, HHAeXchange has been at the forefront of delivering better homecare by helping payers and providers achieve operational efficiency, increase compliance, and improve patient outcomes. Today, HHAeXchange is the premiere homecare management software for the Medicaid LTSS population. Our acquisition of Annkissam, a leading provider of enterprise software for self-direction services, allows us to deliver the most complete, end-to-end homecare management solution in the market. We act as the single source of truth in connecting providers, payers, and members through our intuitive web-based platform, enabling unparalleled communication, transparency, and visibility.
