Client Services Supervisor

Key Responsibilities

• Leadership and Team Development
• Provides day-to-day leadership, direction, and support for the Work Comp and Attorney Services teams.
• Ensures coverage for all department responsibilities when staff is out of office.
• Sets team priorities, resolves operational issues, and provides accurate and timely guidance to staff.
• Maintains individual and team performance to ensure departmental goals and performance expectations are achieved.
• Mentors team members by providing ongoing coaching, constructive feedback, and professional development support.
• Assists with succession planning and employee development initiatives.
• Facilitates onboarding and training of new employees.
• Participates in recruiting and interviewing activities as requested.
• Operational Management
• Oversees departmental workflows, processes, and services to ensure efficiency, quality, and consistency.
• Assists coordinators with resolving unpaid invoice issues and other account-related concerns.
• Documents interactions accurately and timely using approved systems and resources.
• Tracks workers' compensation referrals and monitors provider distribution to ensure equitable referral allocation.
• Analyzes operational and performance data to identify trends, improve processes, and enhance service delivery.
• Develops and implements solutions that address operational, clinical, and customer service needs.
• Adapts departmental priorities to align with organizational objectives and business needs.
• Provides input regarding departmental forecasting, growth opportunities, and strategic initiatives.
• Collaboration and Relationship Management
• Serves as a liaison between departments and advocates for team functions internally and externally.
• Collaborates with supervisors, managers, directors, physicians, and staff to develop and implement efficient organizational processes.
• Participates in marketing and business development activities and coordinates staffing support as needed.
• Builds, cultivates, and maintains relationships that contribute to patient growth, client satisfaction, and positive outcomes.
• Maintains professional relationships with employers, insurance carriers, attorneys, case managers, and referral partners.
• Direct Service Responsibilities
• Performs the duties of the Workers' Compensation Coordinator role when needed to support department operations and coverage.
• Maintains expertise in departmental processes, policies, and customer service standards.
• Performs other duties and special projects as assigned.

Qualifications

• Bachelor's degree in Business Administration, Healthcare Administration, Healthcare Management, or a related field;
• OR
• Two (2) years of post-secondary education, technical medical training, or equivalent healthcare-related coursework, combined with at least two (2) years of professional healthcare experience.
• Minimum of five (5) years of customer service, healthcare operations, workers' compensation, or related experience.
• Minimum of five (5) years of workers' compensation experience.
• Demonstrated experience coordinating multiple stakeholders, including patients, employers, insurance carriers, attorneys, and healthcare providers.
• Preferred:
• Previous supervisory, lead, or team leadership experience.
• Experience in healthcare operations, practice management, or process improvement initiatives.
• Prior consulting, business development, or client relationship management experience.
• Experience analyzing operational data and implementing workflow improvements.
• Excellent communication skills (both written and verbal)
• Basic computer skills: Microsoft Office Suite: Excel, Outlook, Word, One Note)