Customer Service Representative Supervisor

Summary

Join Dane Street, a fast-paced, Inc. 500 Company, as a CSR Supervisor and contribute to their high-performance culture. You will manage the medical file review process, ensuring timely and accurate processing of cases. This role involves supervising a team of Customer Service Representatives, providing guidance and training, conducting audits, and resolving issues. You will also interact with clients, providing updates on cases and ensuring proper documentation. Dane Street offers a comprehensive benefits package including medical, dental, and vision coverage, life insurance options, paid time off, a 401k plan with a company match, and Apple equipment for remote work.

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

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
• Hospital indemnity, critical illness, accident indemnity, and pet insurance plans
• Basic life insurance, short-term disability, and long-term disability coverage at no cost
• Paid time off
• 401k plan with a company match
• Apple equipment and a media stipend are provided for remote workspace