About the job
Centivo works to make healthcare more affordable and accessible for workers and employers. The company focuses on delivering high-quality care while easing the burden of healthcare costs for millions.
Role Overview
The Member Care Supervisor leads a team of Member Care Specialists in Buffalo. This role ensures every member, employer, and provider receives attentive, personal support. The supervisor oversees daily team operations, resolves escalations, and maintains service levels that meet or exceed client expectations. Regular interaction with external stakeholders is part of the job, including presenting updates and operational summaries. Success in this position requires operational discipline, people-focused leadership, and a strong commitment to accessible healthcare.
What You Will Do
- Direct and coordinate the daily work of the Member Care Specialist team, including scheduling, workload distribution, and real-time queue management.
- Monitor team and individual performance against SLAs, KPIs, and quality standards. Track and report key metrics and escalations to the Director.
- Serve as the first escalation point for complex member, provider, or client issues. Resolve these matters promptly and ensure thorough follow-up.
- Coach team members through feedback, recognition, and targeted training. Identify training needs and support onboarding for new hires.
- Conduct regular performance check-ins, contribute to formal reviews, and document any performance concerns. Partner with the Director on performance management.
- Prepare and deliver client-facing operational updates, including summaries of volume, quality metrics, and escalations, during weekly or ad hoc calls.
- Stay current on Centivo’s products, processes, client configurations, and regulatory requirements, including HIPAA and data privacy laws.
- Ensure the team follows all compliance standards, policies, and best practices, especially regarding data security and confidentiality.
- Provide backup coverage for other Supervisors as needed to maintain service continuity.

