Operations Supervisor

Delta Dental of Iowa•Urbandale, IA

About The Position

Come Smile with Us! Ready to lead, coach, and make an impact every day? Delta Dental of Iowa invites candidates for Operations Supervisor to play a key role in keeping claims processing and related eligibility support activities running smoothly - leading a talented team of Operations Coordinators and data entry support staff to deliver accurate, high-quality results. You will lead and coach staff responsible for claims support, quality assurance, system testing, and participation in operational initiatives, with a clear focus on achieving defined accuracy, quality, and productivity metrics. Use your strong working knowledge of claims processing systems, business rules, and operational workflows as well as an understanding of eligibility processes that intersect with claims outcomes, to ensure accurate processing, effective testing and validation, and high-quality results. Through practical, data-driven coaching, performance monitoring, and collaboration, you will reinforce documentation standards, drive continuous improvement, and foster a high-performance, accountable team culture focused on operational efficiency and service excellence. Learn why Jennifer enjoys working on the Operations team. Why Delta Dental of Iowa? For your smile. For your health. For your community. At Delta Dental of Iowa, we’re more than just a dental and vision insurance company. Improving health and wellness is at the center of everything we do. As a not-for-profit, we aim to build stronger communities by investing in actions that promote and improve health. Delta Dental of Iowa invests 40% of our dollars directly back into the communities we serve. Come see why we are passionate about "Bringing Smiles" to our customers. Our team enjoys competitive pay and benefits, an awesome "One Team" approach, and a company culture that fosters "Exceptional Quality Service" and "Leadership at All Levels." Together, we can make a difference – not only in Iowa but across the country.

Requirements

Bachelor’s degree or a minimum of three years’ experience in claims processing, insurance operations, or a related environment.
Demonstrated experience leading, coaching, or developing employees in a performance-driven environment.
Strong working knowledge of insurance reimbursement practices, including claims processing and eligibility rules.
Ability to develop, coach, and motivate staff to achieve departmental objectives in a positive, team-oriented environment.
Excellent written and verbal communication skills, with the ability to interact effectively and professionally with internal and external stakeholders.
Demonstrated analytical and decision-making skills, including the ability to analyze information, present findings, and take appropriate corrective action.
Demonstrated competency in computer skills, including Microsoft Office 365 products such as Excel, Word, and Outlook, as well as other operational systems.
Demonstrated ability to prioritize, organize, and function effectively with multiple tasks and assignments, while working independently and as part of a team.
Dependability in attendance and punctuality.

Nice To Haves

Experience supervising staff in a metrics-driven, production- and quality-focused operational environment.
Knowledge of dental benefits and dental claims processing.
Experience supporting or leading quality assurance, process improvement, testing, or automation initiatives.
Experience working with government programs (e.g., Medicare, Medicaid, Marketplace) or regulated insurance environments.

Responsibilities

Provide day-to-day operational oversight of claims processing and related eligibility support activities, ensuring compliance with regulatory requirements, internal policies, and customer performance guarantees across commercial and government programs.
Lead, coach, and develop assigned team to achieve defined quality, accuracy, productivity, and turnaround time metrics; provide ongoing guidance, performance feedback, and corrective action as needed.
Perform and oversee quality assurance activities for claims processing, data entry, testing, and departmental procedures; analyze trends, reduce errors, and improve first-pass accuracy and operational consistency.
Monitor daily workload, service levels, and throughput to ensure internal operations, customers, and stakeholders’ expectations are met.
Participate in claims policy governance activities, including the claims policy processing matrix and CDT annual review, ensuring adherence to claims policies and processing standards.
Partner effectively with Provider Relations, Government Programs, and Sales to support claims activities, appeals, and resolution of complex issues.
Support and participate in department and company initiatives and special projects, including requirements development, system testing, documentation, training, and process improvement efforts.
Drive continuous improvement by identifying opportunities for automation, efficiency gains, and enhanced customer and operational outcomes.
Communicate operational priorities, process changes, and departmental updates to staff and leadership to ensure alignment and awareness.
Assist with complex claim resolution and call escalations as necessary.
Foster a high-performance, accountable team culture focused on accuracy, documentation, collaboration, professionalism, and service excellence.
Maintain strict confidentiality and ensure compliance with HIPAA, DDPA standards, and all applicable policies and procedures.
Demonstrate dependable attendance, punctuality, and sound judgment.
Perform other duties as assigned.