Customer Service Representative Supervisor

Summary

Join Dane Street's team as a CSR Supervisor and oversee the medical file review process, ensuring timely processing and proper notation of cases. Provide guidance to your team, conduct staff audits, and offer coaching and training. Maintain client interaction by providing updates, responding to inquiries, and ensuring proper documentation. Train new team members on workflows and client-specific requirements, participate in performance reviews, and contribute to the hiring/firing process. The role requires experience supervising teams and a healthcare/insurance background is preferred. Dane Street offers a comprehensive benefits package including medical, dental, vision, life insurance, paid time off, a 401k plan, and more.

Requirements

• Experience supervisor or managing teams is critical
• 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

Responsibilities

• Oversight of Case Handling
• Oversight of File Review to ensure that cases are properly notated and are processed timely
• Provide guidance on cases where there are questions on assignment and process handling
• Conduct monthly audits on staff to ensure that goals are met and coaching/training is provided when required
• Provide guidance and resolution to issues brought to the attention of the supervisor
• Train new team members on case workflow, processes and client specific requirements
• Conduct one on one meetings with staff for progress meetings and to provide feedback
• Participate in writing initial and annual reviews of staff members. May provide input into the hiring & firing process
• Provides updates to clients frequently on cases in progress
• Responds to clients when there are questions on referral information to ensure proper documentation and information is provided to the assigned reviewer
• Ensure proper documentation for complex cases is provided to the client
• Provide exceptional customer service to clients
• Other duties & special projects, as assigned and based on business needs

Preferred Qualifications

• An Associate’s Degree or Bachelor’s Degree is preferred
• Business experience in a healthcare and/or insurance setting is preferred

Benefits

• Medical, dental, and vision coverage for you and your family
• Voluntary life insurance options for you, your spouse, and your children
• Other voluntary benefits which include hospital indemnity, critical illness, accident indemnity, and pet insurance plans
• Basic life insurance, short-term disability, and long-term disability coverage at no cost
• Our generous paid time off policy ensures you have time to relax and recharge
• 401k plan with a company match helps you plan for your future
• Apple equipment and a media stipend are provided for remote workspace