Supervisor Dental Government Business Operations

Job Title

This job provides supervisory direction and oversight for all enrollment, premium billing, claims and/or customer service telephone and written correspondence inquiries (routine, priority Congressional/Department of Defense), and appeals. Ensures that all processes are compliant with requirements and performance standards are consistently met. Responsibilities include: provides supervisor direction, scheduling and support for customer service representatives on both day and overnight work schedules, provides technical support and coaching/mentoring of direct reports, utilizes workforce and inventory management tools/reports to ensure work is evenly distributed for multiple contracts and that adequate resources are allocated to ensure timeliness standards are met for each contract, provides oversight support for the quality control program and initial and ongoing training and mentor programs, and assists to provide interview/hiring and audit support when needed.

Essential Responsibilities:

• Supervises the daily operations and workforce work distribution to ensure that standards are met for all contracts. Collaborates with other management staff to prioritize and adjust work assignment throughout the day depending on aging and influx of work.
• Interfaces with direct reports daily to provide technical support, coaching, mentoring, reinforcement training and cross-training skill development. Inspires and motivates staff to work to their full potential. Provides routine employee feedback and monthly/annual formal review of performance, achievements, and noting areas where improvement is needed to meet expectations and standards.
• Ensures that dental policy and contract requirements and procedures are current and consistently applied. Provides timely updates to staff. Drafts operation documentation and how-to directives, and instructional memos, as needed, to provide additional clarity.
• Assists to review scheduling of customer service staff to assess the varied work shifts that are needed to handle high call volume periods throughout the day and evening. Updates the workforce management system of staffing changes throughout the day to ensure adequate staff are available during peak call periods.
• Assists to interview and hire new staff. Assists to set-up the mentor program immediately following each class. Employees are cross-trained on multiple contracts and enhanced skill functions; therefore staff development is continually-going.
• Provides oversight direction for the quality control program to ensure that all accuracy standards are met. Ensures that the appropriate sampling is performed, provides employees with routine, timely updates on performance. Provides positive feedback and suggests methods to enhance performance when appropriate. Develops a corrective plan of action, including additional training, if accuracy standards are not met.
• Works to expedite the resolution of employee issues and technical/systems problems. Provides research and technical support need to address complex claims and inquiries and/or when systems problems occur. Provides direction for priority Congressional and Department of Defense inquiries and appeals.
• Performs administration tasks such as leave approvals and functions as a lead/participant in meetings as the department representative. Works on projects and assists with Government and internal audit as needed.
• Other duties as assigned or requested.

Education:

• Required: High School Diploma/GED
• Substitutions: None
• Preferred: None

Experience:

• Required: 1 – 3 years' experience supervising or functioning as a lead/mentor in a fast-paced production environment
• Experienced at problem solving and motivating employees
• Knowledge of dental policy and contract standards, requirement, policies and procedures
• Knowledge of enrollment and billing, claims and/or customer service telephone and written correspondence processes and systems applications
• Experience utilizing workforce and inventory management tools and reports to ensure contract standards are consistently met
• Preferred: None

Skills:

• Strong understanding and able to apply dental policy and operational policies and procedures, preferably Government business
• Strong interpersonal and personnel management skills
• Knowledgeable in enrollment and billing, claims, and telephone customer service and written correspondence processes and applications
• Strong listening, verbal and communication skills; competent to lead meetings and assist with projects
• Strong problem solving and analytical skills
• Ability to develop and successfully implement effect plans of action to ensure contract standards are consistently met

Language (Other than English): None

Travel Requirement: 0% – 25%

Physical, Mental Demands and Working Conditions:

• Position Type: Office-based
• Teaches/trains others regularly: Occasionally
• Travel regularly from the office to various work sites or from site-to-site: Rarely
• Works primarily out-of-the office selling products/services (sales employees): Never
• Physical work site required: Yes
• Lifting: up to 10 pounds: Constantly
• Lifting: 10 to 25 pounds: Occasionally
• Lifting: 25 to 50 pounds: Rarely

Pay Range Minimum: $50,200.00

Pay Range Maximum: $91,200.00

Base pay is determined by a variety of factors including a candidate's qualifications, experience, and expected contributions, as well as internal peer equity, market, and business considerations. The displayed salary range does not reflect any geographic differential Highmark may apply for certain locations based upon comparative markets.