Group Health CSR Supervisor

About the role

The CSR Supervisor manages the medical file review process, overseeing intake, turnaround time, and the Customer Service Representative team.

Responsibilities

• Oversight of Case Handling
• Oversight of File Review to ensure proper notation and timely processing
• Provide guidance on cases with questions on assignment and process handling
• Conduct monthly audits on staff to ensure goals are met and coaching/training is provided when required
• Provide guidance and resolution to issues brought to the supervisor
• Coaching
• Train new team members on case workflow, processes and client specific requirements
• Conduct one-on-one meetings with staff for progress meetings and provide feedback
• Participate in writing initial and annual reviews of staff members
• May provide input into the hiring and firing process
• Client Interaction
• Provides frequent updates to clients on cases in progress
• Responds to clients with questions on referral information to ensure proper documentation and information is provided to the assigned reviewer
• Ensures proper documentation for complex cases is provided to the client
• Provides exceptional customer service to clients

Requirements

• Educational Background: An Associate's Degree or Bachelor's Degree is preferred.
• Experience: Experience as a supervisor or managing teams is critical. Business experience in a healthcare and/or insurance setting is preferred.
• Skills: Excellent communication skills, critical thinking, time management, computer literacy, and typing skills are essential.