What are the responsibilities and job description for the Operations Supervisor position at CareCloud?
Company Overview:
CareCloud is a leading provider of technology-enabled services and solutions that redefine the healthcare revenue cycle. We provide technology-enabled revenue cycle management and a full suite of proprietary cloud-based solutions to healthcare providers, from small practices to enterprise medical groups, hospitals, and health systems, throughout the United States. Healthcare organizations today operate in highly complex and regulated environments. Our suite of technology-enabled solutions helps our clients increase financial and operational performance, streamline clinical workflows, and improve the patient experience.
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
Travel Requirements: 20%
EEO Statement: CareCloud is committed to equal employment opportunity for all qualified individuals. We are committed to complying with all federal, state, and local laws providing equal employment opportunities,and all other employment laws and regulations. CareCloud prohibits discrimination against employees and applicants because of race, religion, color, gender (including gender or sexual identity or expression), age, national origin, ancestry, marital status, sexual orientation, physical or mental disability, medical condition including genetic characteristics, genetic information, veteran status, or other characteristics protected by applicable law.
Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands and fingers, handle or feel; and reach with hands and arms. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. This position requires the ability to occasionally lift office products, equipment, and supplies, up to 20 pounds.
ADA Statement: CareCloud is fully compliant with the ADA and will provide reasonable accommodations to enable individuals with disabilities to perform essential job functions under the guidance of the ADA.
Other Duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that you may be asked by your managers to perform other duties.
Benefits:
CareCloud recognizes the importance of benefits and wellness for employees and their families. In addition to time off to support work-life balance and enjoyment, we offer a comprehensive benefits package designed for employees’ individual needs (including domestic partners).
CareCloud is a leading provider of technology-enabled services and solutions that redefine the healthcare revenue cycle. We provide technology-enabled revenue cycle management and a full suite of proprietary cloud-based solutions to healthcare providers, from small practices to enterprise medical groups, hospitals, and health systems, throughout the United States. Healthcare organizations today operate in highly complex and regulated environments. Our suite of technology-enabled solutions helps our clients increase financial and operational performance, streamline clinical workflows, and improve the patient experience.
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.
- 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.
- 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.
- 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.
- 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.
- 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.
Travel Requirements: 20%
EEO Statement: CareCloud is committed to equal employment opportunity for all qualified individuals. We are committed to complying with all federal, state, and local laws providing equal employment opportunities,and all other employment laws and regulations. CareCloud prohibits discrimination against employees and applicants because of race, religion, color, gender (including gender or sexual identity or expression), age, national origin, ancestry, marital status, sexual orientation, physical or mental disability, medical condition including genetic characteristics, genetic information, veteran status, or other characteristics protected by applicable law.
Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands and fingers, handle or feel; and reach with hands and arms. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. This position requires the ability to occasionally lift office products, equipment, and supplies, up to 20 pounds.
ADA Statement: CareCloud is fully compliant with the ADA and will provide reasonable accommodations to enable individuals with disabilities to perform essential job functions under the guidance of the ADA.
Other Duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that you may be asked by your managers to perform other duties.
Benefits:
CareCloud recognizes the importance of benefits and wellness for employees and their families. In addition to time off to support work-life balance and enjoyment, we offer a comprehensive benefits package designed for employees’ individual needs (including domestic partners).
- Healthcare – A choice of medical plans designed to meet your individual needs
- Dental & Vision
- 401(K) with company match
- Flexible spending accounts (health & dependent care)
- Company-paid life insurance (accidental and supplemental coverage at low cost)
- Company-paid Short and Long term disability
- Voluntary benefits
- Flexible PTO and Paid Holidays
