Oversees staff whose primary function is to support the clinical, claim managers and client teams with the delivery of administrative duties and in a supportive role.
Accountable for the overall skill / competency and development of his / her direct reports.
Accountable for overall service level performance of associates according to established policies and business rules set by the client.
Performs regular performance management steps in managing team performance.
Ensures full compliance to the following :
Daily performance tracking is ongoing; daily, weekly and month to date performance of all associates are readily available
Schedules 1x1 coaching sessions in advance and coaching documentation is accomplished within the appropriate time frame
Provides weekly status report detailing major work accomplishments, operations-related issues and risks, performance improvement opportunities, and upcoming activities.
Graduate of Bachelor’s Degree in Nursing
Holds active and unrestricted local (PH) Registered Nurse license
Must have at least 6 months Supervisory / Team Lead experience in a front-office (voice) call center or BPO back-office environment
Must also have at least 3 months experience as a Registered Nurse in a clinical setting
Claims reviews / audit and data entry experience
Knowledge of disability claims management process and ability to interpret and apply member contracts
Knowledge of ICD-9 and ICD-10 and CPT codes is an advantage