Supervisor, Claims

As a Claims Supervisor, you are responsible for leading and inspiring a team of high performing and highly engaged professionals that work to ensure a quality patient experience. Claims Support handles all communication, paperwork, and negotiations with a health insurance carrier or provider on the behalf of the plan member.  You’ll be responsible for developing and growing a team of high performing and highly engaged Claims Support Coordinators as well as ensuring a high quality patient experience.

In Your First 30 Days:

• Onboard with team and engage in internal learning
• Meet with each of your direct reports, assess their capabilities, understand their motivators and report back to your leadership team
• Explore past employee engagement survey data to gain insight on how to lead and inspire your team 
• Learn the process and product; demonstrate proficiency in running a case without assistance

In Your First 60 Days:

• Plan an event for team building 
• Demonstrate knowledge of teams performance via KPIs
• Demonstrate ability to use reporting software to manage day to day team activities 
• Demonstrate ability to recommend changes to enhance care delivery efficiency while maintaining a high quality of care
• Demonstrate ability to remove roadblocks for your team
• Take ownership of a change, issue or event and drive through to resolution 

In Your First 90 Days:

• Identify a process (either in Product or outside) that you feel is operationally burdensome and propose solution to reduce operational overhead 
• Demonstrate an ability to skillfully and effectively work with team members across Patient Care, Engineering and Product 
• Demonstrate ability to manage an independent project (in addition to day to day duties)
• Participate in quarterly people review, leading discussion for team member development & promotions with justifications as applicable.  
• Ability to understand and articulate company and department level goals and how you and your team contribute towards those goals.

Responsibilities:

• Delight our customers. You’ll pull out all the stops to deliver a memorable experience (in a “I can’t wait to tell my friends about this fabulous service” way).
• Manage your team’s performance; establish quality thresholds and SLAs, reporting, and trend analysis 
• Troubleshoot roadblocks and monitor case movement
• Coach individual development and performance for collective team growth and business impact
• Model a culture reflective of our Core Company Values 
• Collaborate with peers across the Patient Care Team and throughout the broader organization
• Communicate and cascade strategic messages to your team
• Promote continuous improvement; recommending people, process and tools/software changes to meet or exceed department goals and add value to our customers/patients
• Advance our “Best Place to Work” culture built on trust balanced with performance excellence

Requirements:

• Prior work experience with claims advocacy/support or health insurance required 
• 3+ years previous supervisory or management experience required; healthcare, customer service and/or business to business collection experience strongly preferred
• Experience in billing/coding preferred
• Experience creating new processes and modifying existing processes to meet business needs
• Self-starter, who is comfortable taking the initiative in problem solving
• Proven track record of driving measurable efficiency results
• Demonstrated ability to meet goals in a rapidly changing environment
• Proficiency with technology; experience with google apps and customer relationship management software ideal 
• Excellent attention to detail 
• A sense of humor. We work hard. So we like to laugh a lot too.
• College degree strongly preferred (or work experience in lieu of college degree)
• Handle a fast-paced environment with competing priorities. You need good judgement to appropriately manage your responsibilities.

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About Included Health
Included Health is a new kind of healthcare company, delivering integrated virtual care and navigation. We’re on a mission to raise the standard of healthcare for everyone. We break down barriers to provide high-quality care for every person in every community — no matter where they are in their health journey or what type of care they need, from acute to chronic, behavioral to physical. We offer our members care guidance, advocacy, and access to personalized virtual and in-person care for everyday and urgent care, primary care, behavioral health, and specialty care. It’s all included. Learn more at includedhealth.com.
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