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Supervisor, Utilization Management (Customer Service)

Company: Informed Medical Decisions, Inc
Location: Saint Petersburg
Posted on: January 8, 2022

Job Description:

About UsAccording to Oliver Wyman, Genomics will change the fabric of everyday life and will disrupt business models of payers, providers and pharma alike. With estimated spend on genetic testing growing at 12% annually and projected to reach $30 billion by 2026, it's definitely an exciting time to be part of one of the fastest growing segments in healthcare. Join InformedDNA, the country's leading applied genomics solutions company that is helping harness the full power of precision medicine throughout the healthcare ecosystem.With the largest independent staff of board-certified genetics specialists in the U.S., we ensure that health organizations have access to the highest quality, most current genomics insights to optimize clinical decisions. Our solutions, which cover evidence-based guideline development, patient experience management, and value management, have helped optimize the health benefits of more than 100 million covered lives and have navigated hundreds of thousands of people to the right treatments or clinical trials.Our entire team is committed to delivering excellent service in all areas, as evidenced by a Net Promoter Score north of 74 from patients and an overall Customer Satisfaction Score of 98.5%. And, we strive to provide an optimal work setting that helps staff meet their personal and professional goals.About the RolePosition Summary:The Supervisor, Utilization Management Case Coordinator Team provides leadership, direction and daily support to Utilization Management Case Coordinator (UMCC) Team in the process of delivering services and attaining department goals. The Payer Solutions Division offers genetic services to healthcare stakeholders who seek genetic expertise. Our team provides this specialized expertise via multiple modalities, including utilization management, policy writing and advising, general consulting, laboratory stewardship, and clinical algorithm and technological solutions. We employ evidence-based best practice standards to support the appropriate and responsible use of genetic testing within the healthcare system as a whole.Essential Functions:

  • Proactively defines priorities with Leadership, assigns responsibilities and sets clear goals and expectations for the UMCC Team
  • Manages department performance and provides assistance in the delivery of Utilization Management services to meet key performance indicators (KPIs)
  • Develops Standard Operating Procedures and processes which drive efficient workflow, produce high quality and ensure contractual obligations are met
  • Configures workforce and online service delivery tools to maximize efficiency and maintain high quality
  • Coaches, develops and motivates for the purpose of improving results
  • Provides regular updates and reporting on matters related to support including task management, call triage, team effectiveness and individual performance
  • Provides accurate and timely reporting of KPIs to leadership along with countermeasures as necessary
  • Conducts administrative activities including, but not limited to, reporting, scheduling, training and work assignment
  • Acts as a liaison between the UMCC Team and Payer Solutions leadership to maximize internal and external customer support
  • Ensures adherence to InformedDNA policies and procedures
  • Other duties as assignedReports to:Director, Utilization ManagementJob Category:Payer Solutions; Exempt; Full-TimePrimary Location:Remote

    About YouYour Education & Experience:
    • Bachelor's degree required; experience in a healthcare setting preferred
    • Previous management experience required; call center management experience preferred
    • ACD Call Center software experience (eg. RingCentral / InContact) required
    • At least 3 years customer service experience requiredYour Competencies:
      • Understands how to use a mix of technology, process optimization and people to improve scale in service delivery
      • Must have experience with team leadership & people management, project management and understanding of work groups
      • Self-directed, able to work with limited direct supervision
      • Ability to make decisions, even if it requires taking risks
      • Focus on continuous improvement and measurable results
      • Ability to handle multiple, unrelated tasks in a high pressure environment
      • Works well in an evolving environment
      • Experience complying with state and federal regulations (HIPAA, FWA)
      • Experience with learning management systems/processes for the purpose of training and developing others
      • Communicate effectively in one-to-one and in virtual settings
      • Technical skills i.e G-Suite (Google docs, Gmail, etc)InformedDNA is an Equal Opportunity Employer. InformedDNA provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability status, protected veteran status, or any other characteristic protected by the law. InformedDNA complies with applicable state and local laws governing non-discrimination in employment.

Keywords: Informed Medical Decisions, Inc, St. Petersburg , Supervisor, Utilization Management (Customer Service), Hospitality & Tourism , Saint Petersburg, Florida

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