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.
  
  
  
  

Requirements

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.