Supervisor, Claims Support

The Role:

As a Claims Support Supervisor, you are responsible for leading and inspiring a team of high performing and highly engaged professionals that work to ensure a quality patient experience. Claims Advocacy handles all communication, paperwork, and negotiations with a health insurance carrier or provider on the behalf of the plan member. You'll be responsible for developing and growing a team of high performing and highly engaged Claims Support Coordinators as well as ensuring a high quality patient experience.

In your first 30 days:

• Onboard with Included Health team and engage in internal learning
• Meet with each of your direct reports, assess their capabilities, understand their motivators and report back to your leadership team
• Explore past employee engagement survey data to gain insight on how to lead and inspire your team
• Learn the process and product; demonstrate proficiency in running a case without assistance

In your first 60 days:

• Plan an event for team building
• Demonstrate knowledge of teams performance via KPIs
• Demonstrate ability to use reporting software to manage day to day team activities
• Demonstrate ability to recommend changes to enhance care delivery efficiency while maintaining a high quality of care
• Demonstrate ability to remove roadblocks for your team
• Take ownership of a change, issue or event and drive through to resolution

In your first 90 days:

• Identify a process (either in Product or outside) that you feel is operationally burdensome and propose solution to reduce operational overhead
• Demonstrate an ability to skillfully and effectively work with team members across Patient Care, Engineering and Product
• Demonstrate ability to manage an independent project (in addition to day to day duties)
• Participate in quarterly people review, leading discussion for team member development & promotions with justifications as applicable.
• Ability to understand and articulate company and department level goals and how you and your team contribute towards those goals.

Responsibilities:

• Delight our customers. You'll pull out all the stops to deliver a memorable experience (in a "I can't wait to tell my friends about this fabulous service" way).
• Manage your team's performance; establish quality thresholds and SLAs, reporting, and trend analysis
• Troubleshoot roadblocks and monitor case movement
• Coach individual development and performance for collective team growth and business impact
• Model a culture reflective of our Core Company Values
• Collaborate with peers across the Patient Care Team and throughout the broader organization
• Communicate and cascade strategic messages to your team
• Promote continuous improvement; recommending people, process and tools/software changes to meet or exceed department goals and add value to our customers/patients
• Advance our "Best Place to Work" culture built on trust balanced with performance excellence

Requirements:

• Prior work experience with claims advocacy/support or health insurance required
• 3+ years previous supervisory or management experience required; healthcare, customer service and/or business to business collection experience strongly preferred
• Experience in billing/coding preferred
• Experience creating new processes and modifying existing processes to meet business needs
• Self-starter, who is comfortable taking the initiative in problem solving
• Proven track record of driving measurable efficiency results
• Demonstrated ability to meet goals in a rapidly changing environment
• Proficiency with technology; experience with google apps and customer relationship management software ideal
• Excellent attention to detail
• A sense of humor. We work hard. So we like to laugh a lot too.
• College degree strongly preferred (or work experience in lieu of college degree)
• Handle a fast-paced environment with competing priorities. You need good judgment to appropriately manage your responsibilities.

The United States new hire base salary target ranges for this full-time position are:

Zone A: $85,320 - $110,910 + equity + benefits

Zone B: $98,118 - $127,550 + equity + benefits

Zone C: $106,650 - $138,640 + equity + benefits

Zone D: $110,916 - $144,180 + equity + benefits

This range reflects the minimum and maximum target for new hire salaries for candidates based on their respective Zone. Below is additional information on Included Health's commitment to maintaining transparent and equitable compensation practices across our distinct geographic zones.

Starting base salary for the successful candidate will depend on several job-related factors, unique to each candidate, which may include, but not limited to, education; training; skill set; years and depth of experience; certifications and licensure; business needs; internal peer equity; organizational considerations; and alignment with geographic and market data. Compensation structures and ranges are tailored to each zone's unique market conditions to ensure that all employees receive fair and competitive compensation based on their roles and locations. Your Recruiter can share details of your geographic alignment upon inquiry.

In addition to receiving a competitive base salary, the compensation package may include, depending on the role, the following:

Remote-first culture

401(k) savings plan through Fidelity

Comprehensive medical, vision, and dental coverage through multiple medical plan options (including disability insurance)

Full suite of Included Health telemedicine (e.g. behavioral health, urgent care, etc.) and health care navigation products and services offered at no cost for employees and dependents

Generous Paid Time Off ("PTO") and Discretionary Time Off ("DTO")

12 weeks of 100% Paid Parental leave

Family Building Benefit with fertility coverage and up to $25,000 for Surrogacy & Adoption financial assistance

Compassionate Leave (paid leave for employees who experience a failed pregnancy, surrogacy, adoption or fertility treatment)

11 Holidays Paid with one Floating Paid Holiday

Work-From-Home reimbursement to support team collaboration and effective home office work

24 hours of Paid Volunteer Time Off ("VTO") Per Year to Volunteer with Charitable Organizations