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Role Description

Integra is seeking a results-oriented, dynamic, proven health care, operations professional, capable of managing and leading a Document Management team in the healthcare industry. This role is responsible for real-time management of mail, auth file loads, patient order processing, the support of internal clients, supporting Document Management staff, managing personnel scheduling, production of department reports, and overseeing training.

This individual will be a leader in the organization, overseeing high rates of document efficiency, while ensuring the best possible care for patients, plans, and providers.

• Responsible for real-time management of multi-channel environment including mail, file processing, order entry, and department tasks.
• Measuring and reporting performance using key metrics (e.g. QA, production, etc.)
• Creating a customer focused, performance-driven environment that surpasses our customers’ needs.
• Support Document Management staff with all questions, escalations, and challenges that may occur.
• Manage agent schedules including shifts, schedule adherence, and time off requests.
• Forecast document volume and schedule DMR’s (Document Management Reps) accordingly to ensure prompt responses to customer expectations.
• Manage team performance using balanced scorecards and facilitation of monthly One-on-One coaching and training to help drive qualitative and efficiency targets – coaching for success!
• Supervise personnel in reviewing, giving direction, coaching, minor discipline, communication, and feedback.
• Oversee training responsibilities such as schedules, curriculum, and assessment.
• Host meetings with direct reports in an open and closed forum to discuss performance results, opportunities, create action plans, promote teamwork, and gauge important issues such as employee morale, etc.
• Work closely with DM leaders to analyze performance trends and opportunities.
• Ensure Document Management protocols, organizational/departmental policies and guidelines are adhered to.
• Work with our Process Improvement team to organize and maintain a knowledgebase for customer and DM use.
• Manage your team and ensure high quality performance with constructive feedback and support.
• Participate in cross functional projects and assignments within Integra to develop processes/procedures that will drive efficiency, reduce cost and create client satisfaction.
• Contribute to a positive and fun work environment, creating a position connection with DM employees.

Qualifications

• Bachelor’s degree or equivalent work experience
• 3+ years of relevant supervisory experience in a fast-paced healthcare environment, preferably supervising 10+ representatives or more
• Excellent communicator and knows how to extract the best from teammates and peers by showing flexibility of approach and playing to people’s strengths.
• Proficiency with MS Office, including Excel, Word, PowerPoint, and Outlook (Visio and MS Teams a plus)
• Pro-active, results oriented, adaptable individual striving for everyday excellence.
• Able to manage multiple, complex projects.
• Strong analytical and reasoning skills
• Curious, adaptive, focused, able to change and grow.
• Comfortable hiring and developing high performing teams.
• Service Orientation – Actively looking for ways to help employees to grow and connect with others in IP.

Requirements

• In the first six months you will learn the function of the Document Management department within the organization and be fully integrated in your position, company, and team.
• You will have a full and complete understanding of our metric requirements and reporting capabilities.
• You will understand your role and responsibilities, to foster excellence in team performance.
• You will develop team goals and monitor progress, as you build relationships with your team to encourage and understand their needs and abilities.
• During this time, you will set measurable goals for personal development and growth.

Benefits

• Competitive compensation and annual bonus program
• 401(k) retirement program with company match
• Company-paid life insurance
• Company-paid short term disability coverage (location restrictions may apply)
• Medical, Vision, and Dental benefits
• Paid Time Off (PTO)
• Paid Parental Leave
• Sick Time
• Paid company holidays and floating holidays
• Quarterly company-sponsored events
• Health and wellness programs
• Career development opportunities
• Remote Opportunities