Customer Service Supervisor

Dane Street, LLC

4h • Remote

About The Position

The Workers Comp CSR Supervisor is responsible for managing the various aspects of the medical file review process, specifically the intake, turn-around time and the supervision of the Customer Service Representative team.
Oversight of Case Handling
Oversight of File Review to ensure that cases are properly notated and are processed timely.
Provide guidance on cases where there are questions on assignment and process handling.
Conduct monthly audits on staff to ensure that goals are met and coaching/training is provided when required.
Provide guidance and resolution to issues brought to the attention of the supervisor.
Coaching
Train new team members on case workflow, processes and client specific requirements.
Conduct one on one meetings with staff for progress meetings and to provide feedback.
Participate in writing initial and annual reviews of staff members. May provide input into the hiring & firing process.
Client Interaction
Provides updates to clients frequently on cases in progress.
Responds to clients when there are questions on referral information to ensure proper documentation and information is provided to the assigned reviewer.
Ensure proper documentation for complex cases is provided to the client.
Provide exceptional customer service to clients.

Requirements

• Experience supervisor or managing teams is critical.
• Present exceptional communication skills with a clear understanding of company business lines.
• The ability to apply critical thinking, manage time efficiently and meet specific deadlines.
• Computer literacy and typing skills are essential.

Nice To Haves

• An Associate’s Degree or Bachelor’s Degree is preferred.
• Business experience in a healthcare and/or insurance setting is preferred.

Responsibilities

• Managing the various aspects of the medical file review process, specifically the intake, turn-around time and the supervision of the Customer Service Representative team.
• Oversight of Case Handling
• Oversight of File Review to ensure that cases are properly notated and are processed timely.
• Provide guidance on cases where there are questions on assignment and process handling.
• Conduct monthly audits on staff to ensure that goals are met and coaching/training is provided when required.
• Provide guidance and resolution to issues brought to the attention of the supervisor.
• Train new team members on case workflow, processes and client specific requirements.
• Conduct one on one meetings with staff for progress meetings and to provide feedback.
• Participate in writing initial and annual reviews of staff members. May provide input into the hiring & firing process.
• Provides updates to clients frequently on cases in progress.
• Responds to clients when there are questions on referral information to ensure proper documentation and information is provided to the assigned reviewer.
• Ensure proper documentation for complex cases is provided to the client.
• Provide exceptional customer service to clients.

Benefits

• medical, dental, and vision coverage
• voluntary life insurance options for you, your spouse, and your children
• hospital indemnity, critical illness, accident indemnity, and pet insurance plans
• basic life insurance, short-term disability, and long-term disability coverage at no cost
• generous paid time off policy
• 401k plan with a company match
• Apple equipment and a media stipend are provided for remote workspace.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree
• Number of Employees: 101-250 employees