Service Delivery Supervisor

Job Description

The Supervisor, Service Delivery is responsible for leading frontline staff in the accurate, timely, and compliant execution of Release of Information (ROI) activities. This role focuses on workflow coordination, quality oversight, and people leadership. Supervisors ensure that staff adhere to standardized processes, meet productivity expectations, and maintain compliance with HIPAA and all relevant regulations. The Supervisor partners closely with the Manager, Service Delivery to identify operational risks, coach staff, and drive consistent daily throughput.

You will:

• Lead, coach, and motivate frontline and Global team members to meet daily productivity and quality expectations
• Conduct daily huddles and assign work based on staffing, workflow needs, and queue aging
• Drive adherence to standardized processes and operating procedures
• Monitor performance dashboards and adjust workflows to maintain TAT and OTD goals
• Perform quality checks and retrain team members based on error patterns or SOP deviations
• Enforce compliance standards and immediately escalate risk or privacy concerns
• Partner with the Manager, Service Delivery on staffing, scheduling, and performance improvement
• Support new hire onboarding and reinforce training content (Phase 1)
• Maintain an accurate skills matrix to inform work assignment and staff development
• Participate in continuous improvement initiatives and operational pilots
• Foster a positive and inclusive team culture that reflects Datavant values
• Support adoption of technology enabled workflows

Success Metrics

• Consistent achievement of SLA’s and quality targets
• Improved productivity and cost efficiency
• Reduction in rework and waste
• Strong team engagement and retention
• Work with Manager to address concerns with Account Management team for client communication

What you will bring to the table:

• Experience leading teams in a production-based or healthcare operations environment
• Strong understanding of HIPAA and ROI compliance requirements
• Ability to coach performance, provide feedback, and build team engagement
• Comfort navigating dashboards, metrics, and workflow tools
• Detail orientation with a commitment to accuracy, compliance, and process discipline
• Strong communication skills — in person, over video, and in writing
• Forward-thinking mindset with a passion for continuous improvement

Bonus points if:

• You have experience with EMRs such as Epic or Cerner
• You have previously worked in a metric-driven environment
• You have experience training and developing team members