Supervisor Dental Government Business Operations

Job Summary

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: providing supervisor direction, scheduling and support for customer service representatives on both day and overnight work schedules, providing technical support and coaching/mentoring of direct reports, utilizing 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, providing oversight support for the quality control program and initial and ongoing training and mentor programs, and assisting 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.
• Interfaces with direct reports daily to provide technical support, coaching, mentoring, reinforcement training and cross-training skill development.
• Ensures that dental policy and contract requirements and procedures are current and consistently applied.
• 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.
• Assists to interview and hire new staff. Assists to set-up the mentor program immediately following each class.
• Provides oversight direction for the quality control program to ensure that all accuracy standards are met.
• Works to expedite the resolution of employee issues and technical/systems problems.
• 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.

Education

Required: High School Diploma/GED

Substitutions: No Substitutions

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

Licenses or Certifications

Required: None

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.

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.