Supervisor, Revenue Cycle Support Operations

hhaexchange · Miami-Dade County, Florida

  • Junior
  • Full-time
  • Posted 2026-09-24
  • Confirmed live on 25 September 2026

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Job description

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. Our employees are passionate about transforming the healthcare space by building the only homecare ecosystem that fully connects patients, personal care providers, managed care organizations, and states.  
 
HHAeXchange is seeking a proactive and experienced Customer Success Manager (CSM) to join our dynamic team. In this pivotal role, you will manage a portfolio of 30–50 highly engaged, strategic enterprise accounts, guiding them through the entire lifecycle from contract signature to renewal and expansion. This segment requires deep partnership management, executive alignment, and tailored success strategies that support complex growth opportunities. The ideal candidate will be a strategic partner to our clients, ensuring they achieve maximum value from our solutions, leading to high renewal rates and identifying areas for long-term account development. While this role is not quota-carrying, your success will be measured by your ability to drive exceptional net retention, deepen executive relationships, and partner effectively with our quota-carrying Account Management team.
 
This is a hybrid position, with an expectation to report to the Midtown Manhattan, NYC office 3 days/week (typically Tues/Wed/Thurs). 
 
To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily with or without reasonable accommodations.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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.

The base salary range for this US-based, full-time, and exempt position is $105,000 - $125,000, not incl

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