Client Coordinator - Supervisor

JOB SUMMARY:

The Client Coordinator Supervisor is responsible for ensuring the day to day operations run as smoothly and efficiently as possible and provides overall leadership and direction to the department. This position directly supervises department staff and ensures all client inquiries are handled with the highest degree of quality customer service and in compliance with all regulatory and company standards.

DUTIES/RESPONSIBILITIES:

• Prioritize and manage daily workflow to ensure all client inquiries and product lines are completed on time with the highest level of quality and in the most effective and efficient manner possible.
• Ensures the appropriate and equitable distribution of work is maintained in order to achieve daily, weekly and/or monthly goals.
• Create, coordinate and review all monthly client spreadsheets to ensure turnaround times are met.
• Ensures the utilization of all systems and databases for client and/or examinee information is utilized correctly and up to date at all times.
• Responsible to develop ad hoc and/or customized reports as required.
• Maintains daily contact with the QA department regarding workflow and pending report status.
• Ensures all client relationships are maintained and all client specific requirements are met.
• Ensures department compliance of all federal ERISA and/or state mandates is adhered to at all times.
• Promotes effective and efficient utilization of all clinical resources and makes necessary recommendations for improvements to management as needed.
• Ensures all client relationships are maintained and all client specific requirements are met.
• Assists promptly in resolution of any physician and/or customer complaints or quality assurance issues.
• Provides backup to all departmental positions as required.
• Provides insight and direction to management on consultant quality, availability and compliance with all company policies and procedures.
• Participates in the development and implementation of policies and procedures in order to promote and achieve the most efficient operation possible.
• Attends all management meetings as required.
• Participates in various educational and or training activities as required.
• Perform other duties as assigned.

SUPERVISORY RESPONSIBILITIES

Directly supervise and carry out supervisory responsibilities in accordance with ExamWorks' policies and applicable laws. Responsibilities include, but are not limited to:

• Carries out all supervisory responsibilities in accordance with the company's standards, policies, and all applicable employment laws.
• Provides support, training, tools, and techniques to assist staff in achieving department goals and standards.
• Oversees the completion and approval of employee timecards and coordinates overtime needs with management and staff as needed.
• Encourages positive morale, maintains harmony among staff, and resolves grievances when necessary.
• Actively participates in the departments hiring and employee separation needs.
• Communicates change effectively and prepares and supports those affected by change accordingly.
• Actively participates in observing employee performance and documents performance issues as needed.
• Supervise insubordinate staff when warranted and initiate corrective or disciplinary actions as required and/or directed by upper management.
• Ensure periodic performance feedback is communicated with all staff and report any performance concerns, recommendations for job placement and/or growth opportunities to management.
• Actively participates in successfully conducting annual performance evaluations.
• Works directly with the department manager to ensure all staffing needs are met and the best working environment is achieved.

EDUCATION AND/OR EXPERIENCE

• High school diploma or equivalent required.
• Minimum of one to three years clerical experience; or equivalent combination of education and experience. Experience supervising in a medical office or insurance industry preferred.

QUALIFICATIONS

• Must possess complete knowledge of general computer, fax, copier, scanner, and telephone
• Must be knowledgeable of multiple software programs, including but not limited to Microsoft Word, Outlook, PowerPoint, Excel, and the Internet.
• Must be able to add, subtract, multiply, and divide in all units of measure, using whole numbers and decimals; must be able to compute rates and percentages.
• Must have a full understanding of HIPAA regulations and compliance.
• Ability to follow instructions and respond to managements' directions accurately.
• Demonstrates accuracy and thoroughness. Looks for ways to improve and promote quality and monitors own work to ensure quality is met.
• Must demonstrate exceptional communication skills by conveying necessary information accurately, listening effectively and asking questions where clarification is needed.
• Must be able to work independently, prioritize work activities and use time efficiently.
• Must be able to maintain confidentiality.
• Must be able to demonstrate and promote a positive team -oriented environment.
• Must be able to stay focused and concentrate under normal or heavy distractions.
• Must be able to work well under pressure and or stressful conditions.
• Must possess the ability to manage change, delays, or unexpected events appropriately.
• Demonstrates reliability and abides by the company attendance policy.
• Must maintain a professional and clean appearance at all times consistent with company standards.