Supervisor, Processing Operations

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Job Summary:

At Delta Dental of Michigan, Ohio, and Indiana we work to improve oral health through benefit plans, advocacy and community support, and we amplify this mission by investing in initiatives that build healthy, smart, vibrant communities. We are one of the largest dental plan administrators in the country, and are part of the Delta Dental Plans Association, which operates two of the largest dental networks in the nation.

At Delta Dental, we celebrate our All In culture. It’s a mindset, feeling and attitude we wrap around all that we do - from taking charge of our careers, to helping colleagues and lending a hand in the community.

Position Description:

Plan, lead, and supervise the daily activities of one or more operations teams and support technical requirements of the Processing Center to ensure that department goals and objectives are met.

Primary Job Responsibilities:

• Supervises, coordinates, recommends, and enforces policies, procedures, guidelines and standards of operation; assists in the development and coordination of corporate and departmental policies, procedures, goals, objective and strategies.
• Interviews, hires, evaluates, supervises, and develops staff in order to ensure accountability for achievement of departmental goals and objectives. Assists in staffing forecasts, models, overtime and long range planning. Updates and maintains headcount, evaluates individual employee performance, attrition and productivity while providing feedback, recognition and coaching to continuously improve performance.
• Initiates team building, leads change and organizational learning. Administers training and support on technology, concepts, theories, and processes as needed.
• Monitors, evaluates and adjusts work to ensure department goals and requirements are met, including processing of government guarantees and measurement of key performance indicators (KPIs). Recommends areas of improvement as needed.
• Leads and coordinates team work assignments and continuous improvement of processes including resolving workflow and system issues with other departments and locations. Quickly determines the need for external repair, keeping system downtime at a minimum.
• Leads team efforts in designing, developing, testing, and evaluating across all affiliate plans, the implementation of new program and service initiatives, this includes developing and setting test requirements and desired outcomes, end to end user testing, and reviewing results to ensure accuracy of goals. Samples and compiles data to determine compliance with quality and performance standards and prepares and distributes reports for management and quality control.
• Serves as the subject matter expert and liaison for data entry and claims processing systems utilized within the Processing Center operation.
• Maintains relationships with customers, outside vendors and other internal/external relations relating to Data Entry.
• Provides input into the reviews, selection, and approval of services, staff contracts, as well as the development and administration of the department budget.

Perform other related assigned duties as necessary to complete the Primary Job Responsibilities as described above.

Minimum Requirements:

Position requires a bachelor’s degree with coursework in a business related area and three years’ experience in an operations environment. Two years of leadership experience preferred. Will accept any suitable combination of education, training, or experience.

Position requires the ability to motivate, coach and develop employees; knowledge of dental terminology, procedures, insurance products and claims processing; intermediate knowledge of desktop software including spreadsheets, word processing, and presentation applications; effective verbal and written communication, interpersonal and customer service skills; advanced ability to multi-task; ability to identify, research and resolve system, claim, and performance issues to ensure productive claim output, and ability to make informed decisions quickly, resolving problems and using independent judgement. Position requires the ability to work flexible hours including some weekends and experience supervising in collective bargaining environment while administering labor relations procedures is preferred.

The company will provide equal employment and advancement opportunity within the context of its unique business environment without regard to race, color, religion, gender, gender identity, gender expression, age, national origin, familial status, citizenship, genetic information, disability, sex, sexual orientation, marital status, pregnancy, height, weight, military status, or any other status protected under federal, state, or local law or ordinance.