Operations Supervisor

Job Summary:

The Operations Supervisor is responsible for overseeing and optimizing daily operational activities within our healthcare technology environment. This role is pivotal in ensuring efficient workflows, maintaining service quality, and supporting cross-functional teams to meet performance goals. The ideal candidate will demonstrate strong leadership, organizational, and analytical skills to effectively manage resources, monitor key performance indicators (KPIs), and drive continuous improvement across operational processes. As a key member of the operations team, the Operations Supervisor will collaborate closely with internal departments to ensure alignment with company objectives and regulatory compliance.

Essential Duties and Responsibilities:

Team Oversight & Leadership

• Supervise and support billing staff, providing direction, training, and performance feedback.
• Maintain appropriate staffing levels, oversee daily workload distribution, and ensure team adherence to company policies and processes.
• Conduct regular team meetings to communicate updates, performance goals, and process improvements.
• Collaboration with offshore billing leaders.

Accounts Receivable (AR) Management

• Review and analyze AR aging reports to identify trends, root causes, and opportunities for improvement.
• Lead deep-dive reviews into high-balance, aged, or problematic accounts and implement effective resolution strategies.
• Develop and execute remediation plans to address recurring denials, delays, or errors in claim processing.

Performance & Quality Oversight

• Monitor team productivity and accuracy against established SLAs and KPIs (e.g., Days in AR, Clean Claim Rate, Denial Rate, FPAR).
• Conduct regular quality audits of billing and follow-up work to ensure compliance with payer requirements and internal standards.
• Provide coaching and corrective action where necessary to drive continuous improvement.

Process Improvement & Reporting

• Collaborate with cross-functional teams (e.g., Posting, Credentialing, Client Success) to streamline workflows and eliminate bottlenecks.
• Create and maintain dashboards and reporting tools to track team and account performance.
• Recommend process and system enhancements to improve cash flow, accuracy, and client satisfaction.

• Client & Leadership Communication
• Provide updates and insights to leadership on account performance, escalation risks, and progress on remediation initiatives.
• Support client reviews by preparing AR summaries, trend analyses, and action plans as needed.

Required Knowledge, Skills and Abilities:

• Strong understanding of claim submission, payment posting, denials management, and payer reimbursement rules.
• Proficient in Excel, billing software, and reporting tools.
• Exceptional organizational, analytical, and communication skills.
• Ability to lead, motivate, and hold team members accountable in a fast-paced environment.
• Experience with multiple specialties (e.g., ENT, Orthopedics, Pathology, etc.).
• Working knowledge of KPI frameworks such as Days in AR, Net Collection Rate, and Denial Trends.

Education and Experience:

• Bachelor’s degree in Business, Communications, or related field (preferred).
• Minimum 5 years of experience in call center management, preferably in healthcare.
• Experience with healthcare technologies, CRM systems, and patient engagement platforms
• Strong leadership, problem-solving, interpersonal, and organizational skills.
• Familiarity with EHR systems and healthcare compliance standards.
• Ability to manage multiple priorities in a fast-paced environment.
• Demonstrated success in leading teams, improving service delivery, and managing operational performance.

Work Location: In-office, 5 days per week – Windsor, CT

Travel Requirements: 20%