Customer Service Supervisor

This is a fully remote position, open to applicants in United States.

📋 Description

• The IME CSR Supervisor is tasked with overseeing various elements of the medical file review process, focusing on intake, turnaround time, and the management of the Customer Service Representative team.

• Supervise the File Review process to guarantee that cases are accurately documented and processed in a timely manner.

• Offer guidance on cases that present questions regarding assignment and procedural handling.

• Perform monthly audits on staff to ensure that objectives are achieved and provide coaching/training as necessary.

• Address issues raised to the supervisor with appropriate guidance and resolutions.

• Train new team members on case workflows, processes, and specific client requirements.

• Conduct one-on-one meetings with team members for progress discussions and feedback provision.

• Engage in writing initial and annual staff reviews and may contribute to the hiring and termination processes.

• Frequently update clients on cases currently in progress.

• Respond to client inquiries regarding referral information to ensure correct documentation and information is relayed to the assigned reviewer.

• Ensure that proper documentation for complex cases is supplied to the client.

• Deliver outstanding customer service to clients.

⛳️ Requirements

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

• Experience in supervising or managing teams is essential.

• Business experience in a healthcare and/or insurance environment is advantageous.

• Demonstrate exceptional communication skills with a solid understanding of the company’s business lines.

• Ability to employ critical thinking, manage time effectively, and meet specific deadlines.

• Proficiency in computer literacy and typing skills is crucial.

🏝️ Benefits

• Join our team at Dane Street and take advantage of a comprehensive benefits package aimed at supporting your well-being and peace of mind.

• We provide a variety of benefits including medical, dental, and vision coverage for you and your family.

• Additionally, we offer voluntary life insurance options for you, your spouse, and your children.

• Other voluntary benefits available include hospital indemnity, critical illness, accident indemnity, and pet insurance plans.

• Employees receive basic life insurance, short-term disability, and long-term disability coverage at no cost.

• Our generous paid time off policy ensures you have the opportunity to relax and recharge, while our 401k plan with a company match assists you in planning for your future.

• Apple equipment and a media stipend are provided to facilitate a remote workspace.