Supervisor-Operations

We're excited about the potential people bring to our organization. You can grow your career here while enjoying first-class perks, benefits and a culture that fosters growth, innovation and collaboration.

The Supervisor-Operations is responsible for the day to day operations of designated business unit(s); for achieving or exceeding departmental goals and contributing to client provider and member satisfaction through provision of leadership to staff members. The Supervisor will be accountable for performance, quality, satisfaction and stated financial goals for their respective teams and will be directly responsible for the support and overall performance of their staff members.

• Associate degree required; Bachelor's degree preferred. Two (2) additional years' experience in a member or provider focused environment may be accepted in lieu of degree.

• A minimum of four (4) years of healthcare related experience with at least two years focused on customer service and/or claims payment and reimbursement methodology required. Experience in self-funded insurance operations preferred.

• One (1) year of progressive leadership and/or advocate responsibility required.

• Expertise in CPT & ICD-9 / ICD-10 coding and medical terminology is preferred.

• Strong leadership, analytical and mentoring skills, with ability to recognize and effectively address personnel issues in a fair and timely manner.

• Demonstrated interpersonal and process management skills with the ability to recognize interdepartmental relationships and dependencies and implement departmental activity in support of cross-functional policy and procedure modification.

• Excellent written and verbal communication skills with the ability to focus and clarify concepts.

• Demonstrated problem solving and decision-making abilities with effective organizational and time management skills and the ability to handle multiple projects and prioritize effectively.

• Strong computer skills. Proficiency in Word, Excel and Power Point required. A working knowledge of core business systems preferred.

• Must exhibit initiative, decisiveness, and creativity, along with self-motivation with the ability to assume responsibility and maintain strict confidentiality.

• Proven examples of displaying the Nova values: Passionate, Caring, Respectful, Trustworthy, Collaborative and Accountable.

• Maintain departmental and individual goals.

• Supervise, coach, mentor and lead staff to achieve optimal level of accuracy and production to meet departmental standards for quality and turn-around time.

• Hire and support staff development.

• Responsible for coordinating and overseeing the daily activities of the "Ship" staff.

• Responsible and accountable for determining work schedules, to ensure appropriate staffing to meet workload demand.

• Conduct consistent weekly 1:1 sessions with associates and conduct quarterly and annual performance evaluations to provide feedback to associates on individual and department goals.

• Provide coaching and feedback to team members, including formal corrective action as necessary.

• Lead departmental meetings and maintain a work environment that promotes teamwork and is customer oriented.

• Research and resolve complex and escalated issues.

• Daily operational tasks:

  • Inventory

  • Quality

  • Phone monitoring (real time agent skill status, random call reviews, Y-Cording, Live listening)

  • Production

• Identify training needs for team members and departmental training opportunities.

• Work with Quality Assurance team and Trainers to ensure appropriate delivery of training needs to staff.

• Continually review Policies and Procedures to ensure adherence with "best practice" processes.

• Maintain strong, current knowledge of Nova Healthcare's policies and client agreements.

• Elicit cross-functional support to ensure that P&P's are based on policy and standard process.

• Work with staff to predict, identify, resolve and document problems.

• Develop and maintain interdepartmental relationships throughout the company.

• Clarify issues quickly to ensure a successful resolution with minimal supervision.

• Identify, counsel and resolve personnel issues within department.

• Ensure meeting quality and productivity standards.

• Lead Team Huddles.

• Managing inventory, turnaround times, quality and productivity for the department.

Immigration or work visa sponsorship will not be provided for this position

Hiring Compensation Range: $63,000 - $68,000 annually

Compensation may vary based on factors including but not limited to skills, education, location and experience.

In addition to base compensation, associates may be eligible for a scorecard incentive, full range of benefits and generous paid time off. The base salary range is subject to change and may be modified in the future.

As an Equal Opportunity / Affirmative Action Employer, Independent Health and its affiliates will not discriminate in its employment practices due to an applicant's race, color, creed, religion, sex (including pregnancy, childbirth or related medical conditions), sexual orientation, gender identity or expression, transgender status, age, national origin, marital status, citizenship and immigration status, physical and mental disability, criminal record, genetic information, predisposition or carrier status, status with respect to receiving public assistance, domestic violence victim status, a disabled, special, recently separated, active duty wartime, campaign badge, Armed Forces service medal veteran, or any other characteristics protected under applicable law. Click here for additional EEO/AAP or Reasonable Accommodation information.

Current Associates must apply internally via the Job Hub app.