Customer Resolution Supervisor (Healthcare)

Location: Hybrid role in Lake Mary, Florida, United States. Occasional or permanent work from home requires cable broadband or fiber internet with at least 10 Mbps download and 5 Mbps upload speeds.

Company

hirify.global, through Evernorth Health Services, develops pharmacy, care, and benefit solutions that improve health outcomes and accessibility.

What you will do

• Supervise, coach, and develop Customer Resolution Analysts and Coordinators.
• Manage high-priority escalations involving pricing discrepancies, contracts, billing, service disruptions, and customer commitments.
• Coordinate investigations and resolutions across Sales, Account Management, Pricing, Contracting, Operations, Finance, Legal, and Customer Service.
• Develop escalation workflows, standard operating procedures, resolution protocols, and process improvement initiatives.
• Monitor service-level agreements, operational metrics, escalation trends, root causes, and resolution timelines.
• Create dashboards, present risks and recommendations to leadership, and support system enhancements and automation projects.

Requirements

• 3+ years of leadership experience.
• 5+ years of experience in customer resolution, customer service, sales operations, account management, healthcare operations, or a related function.
• Experience managing escalations and complex customer issues.
• Strong analytical, problem-solving, verbal, and written communication skills.
• Advanced proficiency in Microsoft Excel, PowerPoint, Outlook, and Teams.
• A bachelor's degree in Business Administration, Healthcare Administration, Supply Chain, Finance, or a related field is preferred.

Culture & Benefits

• Work in a highly regulated healthcare services environment.
• Focus on accountability, collaboration, continuous improvement, and customer satisfaction.
• Access to a hybrid work arrangement subject to home internet requirements.
• Tobacco-free workplace policy applies.