General Description:
Responsible for the supervision of the Intake and Triage units, reporting to the Unit Manager. These units will operate on a 24/7/365 basis. To ensure that the Intake and Triage clerical units function as defined by the contracted performance standards. Will be responsible for compiling QA reporting in compliance with the contracted performance standards as well.
Primary/Essential Duties:
? Act in a supervisory capacity to ensure the smooth and efficient running of the Intake and Triage units, assuring protocols, policy and procedure set-forth by the comapany
? Train staff in job duties as necessary to ensure compliance with policy and procedure for effective business operation.
? Handle the day to day supervision of the Intake/Triage staff, including performance reviews and all other personnel-related functions - coordinated with manager & HR.
? In liaison with manager, address all service/quality related concerns to ensure all performance standards are being upheld.
? Ensure staff is appropriately documenting in the system all data received from injured worker interviews, contacts and medical records.
? Responsible for all the metrics involved in call processing and injured worker contact, according to the State of Florida performance standards, including system reporting.
? Maintain all required reports and logs for the QA of this department.
? Maintain patient privacy by ensuring that all medical records, case specific information and provider specific information are kept in a confidential manner, in accordance with state and federal laws and regulations.
? Serve on appropriate committees such as Grievance, Quality Assurance and others as directed.
? Perform special projects and/or other duties as assigned.
Knowledge, Abilities and Skills:
Previous call center experience
Previous supervisory experience would be beneficial
Case-management experience desired
Ability to maintain knowledge of current trends, standards and law changes
Must be self directed and able to work independently
Ability to effectively operate a personal computer and related claims and business software.
Good communication skills, both oral and written. Team player. Good attendance. Good customer service skills.
Fluent bi-lingual ? English/Spanish
Effective management style. Able to deal with people in mature, fair and confidential manner. Must be dedicated to company and corporate culture. Assertive, self starter, with strong leadership skills.
May have to assist in any position in dept during absences.
Minimum Qualifications:
RN with claim intake/triage or call center supervisory experience
Per contractual requirement, must be fluent bi-lingual ? English/Spanish
At least 1 year of Workers? Compensation case-management experience
Proof of current State Licensure - FL RN
Additional Notes:
Altamonte office location
Non-smoking employer
-Salary Negotiable & Dependent on Experience
-Full Benefits!

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