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Claims Resolution Supervisor - Full-time
•30 days ago
| Hours | Full-time |
|---|---|
| Location | Charlotte, NC Charlotte, North Carolina |
About this job
Overview:
101613 - Charlotte, NC
This position supervises Claims Resolution Analysts and Claims Resolution Specialists and is responsible for timely and financially compliant validation of incomplete and escalated claims. This person will analyze incomplete and escalated claims to increase “clean pass” rate by determining root cause and taking action to resolve it. They will ensure that Claims Resolution Analysts are trained and proficient in their assigned work using analytical tools, audits, client feedback, and management guidance. They will also ensure that their associates are compliant with client, department, and company policy.
Responsibilities:
- Supervises Claims Resolution Analysts to include evaluating associates, assisting in hiring, addressing individual performance issues, workload balancing, and salary recommendations.
- Supervises Claims Resolution Analysts to include evaluating associates, assisting in hiring, addressing individual performance issues, workload balancing, and salary recommendations
- Ensures that attendance is monitored to ensure full coverage and that attendance and payroll records accurate
- Ensures that associate quality scores and productivity meet or exceed expectations
- Communicates daily with other supervisors and the hub manager to insure associates are handled consistently across the hub
- Ensures adherence to company and department policy, client service level agreements and financial requirements for assigned team
- Serves as the Acosta resource for clients and customers needing information and/or assistance with claims
- Uses the required work management process to prevent backlog
- Resolves validation issues by communicating with associates, sales, clients, customers and the management team and provides recommendations to prevent them in the future
- Escalates recurring validation errors to Hub Manager for assistance
- Works with the CCA supervisor to insure client service level agreements are met
- Ensure that the “clean pass” rate for each associate meets or exceeds department goals
- Escalates recurring validation errors on incomplete claims and quality audited “clean pass” claims with errors
- Serves as mentor/resource for internal and external associates to improve accuracy and timeliness of audit and validation processes
- Works with management to improve validation and repayment processes
- Communicates with management as needed regarding issues to ensure accuracy and efficiency in processing receivables
- Uses reporting tools and one-on-one sessions to monitor team performance/task completion on a daily (hourly) basis and ensures all claims functions are up-to-date and are being performed accurately and efficiently
- Performs daily maintenance of the claims processing system to insure that all claims are entered, accurate, assigned correctly, matching client records
- Creates/maintains working knowledge of procedures for all assigned clients
- Maintains excellent working relationships with customers, clients, sales, management team
- Performs special assignments for the company as needed
- Other duties as assigned
Requirements
- Two years of supervisory experience required
- Background in Sales Support and/or brokerage field preferred
- Accepts accountability for job performance; proactively informs others when he/she encounters problems that may limit his/her ability to meet expectations
- Accepts change as a normal part of doing business, maintaining a positive attitude and exhibiting constructive work behaviors during periods of transition
- Meets work and attendance expectation; informs others in advance when commitments cannot be fulfilled
- Actively supports organizational goals and values; aligns actions around organizational goals; gives priority to organizational needs and concerns when making decisions
- Makes sound decisions based on the limited information available at the time, achieving forward progress even under ambiguous circumstance
- Takes a reasoned logical approach in making judgments and decisions, carefully reviews available facts and information before reaching any conclusions
- Sets high standards for personal and group accomplishment; creates measures to monitor progress toward goals; aggressively works to meet or exceed expectations
- Demonstrates an authentic interpersonal style that engages others and encourages high performance; uses coaching and mentoring skills to develop and support employee growth
Acosta Sales & Marketing is an Equal Opportunity Employer
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