Senior Supervisor, Individual Dental Operations

This is a fully remote position, open to applicants in Florida, +2 more states.

📋 Description

• Direct and oversee quality assurance initiatives within the Individual Dental sector.

• Develop and uphold quality monitoring frameworks, audit techniques, evaluation criteria, and reporting mechanisms.

• Assess operational performance, customer interactions, vendor activities, and business processes to ensure compliance with standards and requirements.

• Examine quality trends and enact corrective measures and process enhancements.

• Manage the intake, triage, tracking, investigation, resolution, and escalation of customer concerns.

• Supervise inquiries from the Department of Insurance, executive escalations, requests related to Exchanges, Access to Care issues, complaints, and grievances.

• Facilitate internal and external audits, as well as enterprise and regulatory reviews by coordinating documentation, evidence, responses, and tracking corrective actions.

• Keep track of Federal Exchange, State-Based Exchange, Department of Insurance, and business requirements.

• Evaluate operational data, audit results, complaints, quality outcomes, and business metrics; perform root cause analysis.

• Lead or assist in projects aimed at operational improvement, quality advancement, and enhancing customer experience.

• Collaborate with Operations, Compliance, Risk Management, Customer Service, Vendor Management, Enterprise teams, and various business stakeholders.

• Present findings, recommendations, and performance outcomes to management.

• Guide, mentor, coach, and cultivate a team responsible for conducting quality reviews, audits, handling escalations, and resolving complaints.

• Set performance expectations, manage workload and staffing priorities, and assist with employee development, onboarding, training, performance management, and recognition.

⛳️ Requirements

• Bachelor's Degree or equivalent professional experience is required.

• A minimum of 5 years of experience in healthcare, insurance operations, quality assurance, auditing, compliance, customer service, claims, enrollment, or similar business functions.

• At least 2 years of preferred leadership or supervisory experience.

• Comprehensive understanding of Individual and Family Plan operations, dental products, customer service, and operational workflows.

• Experience in quality assurance, audit activities, handling complaints, grievances, escalations, or regulatory inquiries is essential.

• Familiarity with Federal Exchange, State-Based Exchange, Department of Insurance, or other regulatory contexts is preferred.

• Strong analytical abilities, including trend identification, root cause analysis, and the formulation of actionable recommendations.

• Exceptional verbal and written communication skills.

• Proficient organizational, prioritization, and stakeholder management skills.

• Ability to operate effectively in complex, fast-paced, and highly regulated settings.

• For remote work, a cable broadband or fiber optic internet connection with a minimum of 10Mbps download and 5Mbps upload speed is required.

🏝️ Benefits

• Flexible remote work options.

• Requirement for cable broadband or fiber optic internet service for home-based work (minimum 10Mbps download and 5Mbps upload).

• Commitment to equal employment opportunities and support for reasonable accommodations.

• Adherence to a tobacco-free policy.