Work you’ll do :
Oversees the status of operational team during your shift to ensure the timely completion of cases. Reviews incoming Electronic Service Records (ESR) and associated questionnaires to appropriately assign and schedule work of their team. Maintains an understanding of work in progress and provides reports to Operations Managers as needed. Monitors their team and assigned worked to evaluate performance and enable caseload to be completed on time and meet quality objectives. Responsible for the daily operational workflow, to include communication with external and internal customers, resolution of claimant, provider, and client issues, and identify workflow concerns for specific cases and employees. Manage processes focused on effective customer service, ensure immediate escalation of issues, and participate in meetings to discuss the case management process.
- Supervise a team of 10-20 Triage Agents
- Review complicated medical records, ESRs, other material to align appropriately.
- Monitor cancelation request queues and submit to the government per business rules
- Direct operations during covered shift across triage, intake, scheduling and other functions to maintain performance objectives
- Identify issues in operations, develop remediation plans, and deploy corrective actions
- Direct operational supervisors and teams on priority of work
- Handle complicated case actions
- Respond to priority requests for information or escalated issues
- Participate in command center discussions to review metrics and brief out operations
- Participate in team meetings and offers feedback to/from staff
- Ability to work flexible shifts (could include weekends and holidays)
The team
Deloitte’s Government and Public Services (GPS) practice – our people, ideas, technology and outcomes-is designed for impact. Serving federal, state, & local government clients as well as public higher education institutions, our team of over 15,000+ professionals brings fresh perspective to help clients anticipate disruption, reimagine the possible, and fulfill their mission promise.
The Contact Center focuses on advising, implementing, and operating contact center operations and technology to elevate the human experience in a digital world. We achieve this by helping our clients discover, design, and implement tailored contact center operations and telephony solutions. We bring knowledge and solutions to uncover the behaviors, motivations and preferences of our clients’ customers and develop new experiences for them. We are a matrixed organization where we align various resource groups to deliver and provide high quality services.
Qualifications
Required:
- High School Diploma/ GED Required
- 5+ years total professional experience in a related field
- 4+ years experience as a Supervisor or Manager with a team of 10+
- 2+ years experience reviewing/analyzing documents such as medical records, insurance claims, legal documents or Government documents.
- Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future
- Ability to work remotely or work from home
Preferred:
- Bachelor’s Degree
- Prior Management experience in a healthcare setting.
- previous experience analyzing large documents (50-200 pages) and writing case review summaries
- Strong customer service skills
- Ability to multitask and adapt to shifting priorities
- Previous experience documenting in electronic health records
Source: Indeed.com
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