Supervisor, Carrier Billing and Customer Service

The Supervisor, Carrier Billing and Customer Service will build and run the operating structure for a developing carrier billing and customer service unit, not simply inherit a mature CS model. This role creates SOPs, KPIs, queue management routines, quality controls, escalation paths, and team expectations so inquiries, billing exceptions, reconciliations, and escalations are handled accurately and consistently. The Supervisor works with moderate independence within established policies, using data and judgment to prioritize work, coach the team, and turn an emerging function into a reliable, measurable operation.

Primary Duties and Responsibilities

20% - Build and lead the carrier billing and customer service operating model, including intake, queue management, ownership expectations, escalation paths, and day-to-day coverage for billing inquiries and exceptions.

20% - Create, document, and continuously improve SOPs, knowledge content, QA standards, and audit-ready controls for carrier billing and customer service workflows.

20% - Define, implement, and monitor KPIs for SLA performance, quality, productivity, aging, defect trends, and customer/carrier experience outcomes.

15% - Supervise and coach customer service team members; establish team routines, distribute work, provide feedback, and support onboarding and ongoing training.

15% - Own escalations and complex billing or customer issues, partnering with Finance, Operations, Product, Compliance, and external carrier contacts to resolve root causes.

10% - Identify process improvements, automation opportunities, and reporting needs that stabilize the unit, improve transparency, and reduce preventable defects.

Compliance with all applicable laws and regulations

Other duties as assigned

• 3+ years of experience in billing operations, customer service operations, service operations, finance operations, or health insurance operations, including experience creating or improving SOPs, KPIs, or operational controls.
• 1+ years of experience coaching, training, or leading a team, work queue, or operational workflow, including standing up or improving team routines.
• Experience defining or improving operational reporting/KPIs to track SLAs, quality, productivity, aging, or error trends.
• Experience resolving escalated billing, payment, reconciliation, account, or customer service issues.
• Experience creating SOPs, training materials, process maps, or controls in a regulated or compliance-driven environment.

Work experience:

• Experience building or restructuring a customer service, billing operations, shared services, or carrier billing function from an early-stage or inconsistent operating model.
• Experience with Salesforce, Zendesk, Jira, Google Workspace, Looker, or similar CRM/ticketing/reporting tools.
• Experience managing quality assurance, call or ticket review, or operational audit controls.
• Knowledge of HIPAA and healthcare regulatory/compliance requirements.

Education:

• Bachelor's degree or equivalent relevant experience.

Certification:

• Customer service, process improvement, or project management certification.

Travel required?

Up to 5%

Pay Transparency

The base pay for this role in the Tempe, AZ office is: $61,851.00 - $81,180.00 annually. You are also eligible for employee benefits medical, dental, vision, life, and participation in the company 401(k) plan. Final offer amounts, within the base pay set forth above, are determined by factors including your relevant skills, education, and experience.