IME Customer Service Supervisor

Dane Street, LLC

7d • Remote

About The Position

The IME 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. This role involves oversight of case handling and file review to ensure timely and proper processing, providing guidance on complex cases, and conducting monthly audits to ensure goals are met. The supervisor will also train new team members, conduct one-on-one meetings, and participate in performance reviews. Client interaction is key, including providing frequent updates, responding to inquiries, ensuring proper documentation for complex cases, and delivering exceptional customer service.

Requirements

• Experience supervising or managing teams is critical.
• Exceptional communication skills with a clear understanding of company business lines.
• Ability to apply critical thinking.
• Ability to 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

• Manage the various aspects of the medical file review process, including intake and turn-around time.
• Supervise the Customer Service Representative team.
• Oversee case handling and file review to ensure cases are properly notated and processed timely.
• Provide guidance on cases with questions on assignment and process handling.
• Conduct monthly audits on staff to ensure goals are met and provide coaching/training 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.
• Provide frequent updates to clients on cases in progress.
• Respond to clients with 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 coverage
• Dental coverage
• Vision coverage
• Voluntary life insurance options for employee, spouse, and children
• Voluntary hospital indemnity plan
• Voluntary critical illness plan
• Voluntary accident indemnity plan
• Voluntary pet insurance plans
• Basic life insurance coverage at no cost
• Short-term disability coverage at no cost
• Long-term disability coverage at no cost
• Generous paid time off policy
• 401k plan with a company match
• Apple equipment provided for remote workspace
• Media stipend provided for remote workspace

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree