Job: Operations Supervisors With Healthcare Experience Needed for Growing Team

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Jobing Description

Coventry Workers‚ Comp is looking for experienced, employee focused and business savvy supervisors for our growing Durable Medical Equipment (DME) product and within Bill Review Services.

As our business continues to grow and grow, we are looking to bring on experienced supervisors join our team of folks providing phone based customer service for injured workers needing durable medical equipment. This is not a typical call center position - we provide phone based customer service for sourcing and securing the best priced DME for injured workers. Our supervisors will be overseeing small team of about 10-15 employees to allow for ample time to be spent getting to know and coaching their team.

We offer a competitive salary, a comprehensive benefits package starting on the first day of employment, and a generous 401(k) plan with company match and immediate vesting. We also offer a generous paid time off program, tuition reimbursement, flexible spending accounts, a business casual environment, and the opportunity to work with dedicated professionals in a dynamic organization. If you are looking to advance your career and learn more about workers' compensation and how to positively impact injured workers lives, join our team!

GENERAL SUMMARY

Guides and drives the development and activities of an organized team. Supervises the day-to-day operations. Serves as subject matter expert. Interfaces directly with customers, trains new employees, and resolves customer concerns within a team to meet or exceed customer service requirements. Responsible for all aspects of service.

ESSENTIAL RESPONSIBILITIES

-- Supervises an organized team of cross-functional team members to meet or exceed service requirements.

-- Independently examines and analyzes the team‚s performance against measured service operation goals; demonstrates ownership for overall team results; recommends and leads the implementation of plan(s) of action to improve the team‚s service level.

-- Drives the team to identify and implement process improvements; encourages ownership of and group participation in the improvement initiatives.

-- Identifies training needs within the team; creates a training plan; coordinates and monitors cross-training efforts within the team to ensure members are knowledgeable in all technical areas.

-- Trains employees on the team on products, policies and procedures. Orients new employees.

-- Serves as product and process expert and resource to team.

-- Prepares for and/or conducts customer presentations; manages customer expectations. Leads team meetings; assists team members in improving their facilitation skills.

-- Manages staff development and work standards; provides structured coaching and counseling.

-- Researches customer information in response to difficult inquiries including, but not limited to, authorization, payments, denials, coordination of benefits, and eligibility; interfaces with customers by telephone, correspondence and/or in person to resolve concerns.

-- As required, becomes directly involved with execution of team processes and functions.

-- Performs other duties as required.

Skills / Requirements

Skills / Requirements
JOB SPECIFICATIONS
-- High school degree or equivalent. Bachelor's degree preferred.
-- Significant (6-7 years) experience in health care or related industry preferred.
-- Previous (1-2 years) supervisory experience preferred.
-- Expert knowledge of health care and/or related products, medical terminology, diagnosis and procedure coding, and coordination of benefits.
-- Ability to maintain production levels and quality goals.
-- Ability to train employees on all products and processes.
-- Demonstrated leadership and motivation skills.
-- Ability to implement service strategies for internal and external customers.
-- Excellent organizational, interpersonal, communication and coaching skills.
-- Strong analytical and problem solving skills.
-- Able to drive change.