The Workers Comp CSR Supervisor is responsible for managing the various aspects of the medical file review process, specifically the intake, turn-around time and the supervision of the Customer Service Representative team.
Oversight of Case Handling
- Oversight of File Review to ensure that cases are properly notated and are processed timely.
- Provide guidance on cases where there are questions on assignment and process handling.
- Conduct monthly audits on staff to ensure that goals are met and coaching/training is provided when required.
- Provide guidance and resolution to issues brought to the attention of the supervisor.
Coaching
- Train new team members on case workflow, processes and client specific requirements.
- Conduct one on one meetings with staff for progress meetings and to provide feedback.
- Participate in writing initial and annual reviews of staff members. May provide input into the hiring & firing process.
Client Interaction
- Provides updates to clients frequently on cases in progress.
- Responds to clients when there are questions on referral information to ensure proper documentation and information is provided to the assigned reviewer.
- Ensure proper documentation for complex cases is provided to the client.
- Provide exceptional customer service to clients.
