About this role
The CSR Supervisor is responsible for managing the various aspects of the medical file review process, specifically the intake, turn-around time and the supervision of the Customer Service Representative team. 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. Coaching 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. Client Interaction 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. EDUCATION/CREDENTIALS: An Associate’s Degree or Bachelor’s Degree is preferred. JOB RELEVANT EXPERIENCE: Experience supervisor or managing teams is critical. Business experience in a healthcare and/or insurance setting is preferred. JOB RELATED SKILLS/COMPETENCIES: 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.