Operations Supervisor

Location Type: Remote

Position Overview

The Operations Supervisor is responsible for managing the various aspects of the Independent Medical Exam or Medical File Review process, specifically the intake, turn-around time, and the supervision of the Customer Service Representative and Quality Assurance teams. Dane Street’s success relies on individual and team contributions every day. We care for our customers, each other, and Dane Street. It is the responsibility for all of us to maintain a positive working environment that promotes client satisfaction and results.

Major Duties & Responsibilities

Main Duties:

• Supervise the assigned staff and oversee the CSR and QA Boards to ensure a timely and accurate process of each file.
• Conduct daily audits on staff to ensure that goals are met, and coaching/training is provided when required.
• Provide details of board reviews to the manager to ensure the efficiency and productivity of staff.
• Assist in identifying & correcting staff performance.
• Ensure referrals meet the client-directed Turn Around Time (TAT).
• Assist management team with ensuring intake completion.
• Assist management team with scheduling and coordinating depositions.
• Other duties & special projects, as assigned and based on business needs.

Oversight of CSR Case Handling:

• Ensure cases are properly notated, with timely outreaches to doctors and updates to clients.
• Ensure CSRs select the best-priced options with good quality and reasonable distance to claimants.
• Provide guidance on cases where there are questions on scheduling and process handling.
• Provide guidance and resolution to issues brought to the attention of the supervisor.
• Ensure staff is adhering to client instructions and specific service level agreement requirements throughout the file handling process.
• Assisting with referral scheduling as needed.

Oversight of QA Case Handling:

• Ensure appropriate QA staff are assigned to each file to designate file handling responsibilities amongst the team.
• Ensure that all QA staff adhere to and meet their specific job duties, including but not limited to:
  • Following up with Physicians for outstanding reports.
  • Reviewing received reports for accuracy.
  • Delivering completed reports back to all applicable parties.
  • Following all client-specific instructions.
• Actively participate in issue resolution by working with the required QA, physicians, Account managers, and/or other related parties.
• Follow up with physicians with any additional questions or need for further clarification and Client outreach to advise of delays for status updates.
• Ensure correct Doctor Payment amount and Client Invoice amount upon approval of referrals.
• Assisting with report QAs and Approvals as needed.

Requirements

Education/Credentials:

• An Associate’s Degree or Bachelor’s Degree is preferred.

Job Relevant Experience:

• Medical peer review or healthcare industry knowledge required.
• Business experience in a healthcare and/or insurance setting is preferred.

Job-Related Skills/Competencies:

• 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.

Working Conditions/Physical Demands:

• Any lifting, bending, traveling, etc. required to do the job duties listed above.
• Long periods of sitting and computer work.

Work From Home Technical Requirements:

• Supply and support their own internet services.
• Maintaining an uninterrupted internet connection is a requirement of all work-from-home positions.

This job description is subject to change at any time.

Benefits

Join our team at Dane Street and enjoy a comprehensive benefits package designed to support your well-being and peace of mind. We offer a range of benefits including medical, dental, and vision coverage for you and your family. Additionally, we offer vol...