Claims Operations Supervisor

The Role:

We’re looking for a Claims Operations Supervisor to join our Claims Processing team. The Claims Processing team ensures that our members’ claims get paid accurately and quickly by evaluating claim submissions and supporting members through the process. Ultimately, we strive to deliver a best-in-class “claims experience” for every member.

In this role, you will lead a team of Claims Processors whose role is to review claims and interact directly with members. You will become an expert on Garner’s product, claims processing standards, and the needs of our members. You will manage the team’s performance, ensure we hit our processing metrics, serve as an escalation point for complex member issues, and improve the team’s processes.

So that we can respond to issues in real-time, the Claims Operations Supervisor will have some coverage requirements. Current operations run weekdays during East Coast business hours, though that may change in the future as needs dictate. Garner is headquartered in NYC, but this position is remote.

Responsibilities:

• Oversee the quality and efficiency of a team of Claims Processors and ensure all key performance metrics are being met by the team
• Serve as an escalation point for complex claims submissions; for complex escalations, work directly with members, delivering exceptional service via phone, chat, and email
• Train the team on policies and best practices, answer team questions, roll out new processes, and manage team members’ individual performance
• Identify areas of improvement in current processes and continuously improve workflows, scripting, policies, and other team resources
• Answer questions from cross-functional stakeholders about specific cases and general claims processes
• Maintain a detailed working knowledge of Garner processes and healthcare billing practices

The Ideal Candidate Has:

• 4+ years of relevant experience with increasing levels of responsibility in a customer support or operations role
• Experience managing a team and driving excellent results
• A passion for helping people solve their problems, with an ability to think creatively and empathetically while staying calm under pressure
• A track record of continuously improving processes and maintaining team resources
• Excellent written and verbal communication skills
• A high level of process-orientation, digital organization, and resourcefulness
• A desire to work in a rapidly evolving startup environment
• A desire to be a part of our mission to improve the U.S. healthcare system

What We Look For at Garner:

• Mission First: Our mission is to transform our healthcare system, delivering high quality and affordable care to all. Everything else is secondary.
• Expect Extraordinary: Our mission is audacious, so we will only succeed by producing exceptional results. We continually push ourselves and each other to new heights and beyond our comfort zones.
• Courageous Communication: Transparency and candor are imperative to realizing our potential as an organization and as individuals—even when uncomfortable. Many companies talk about these values. We live them. 
• Supportive community: We know that people do their best work and learn the most when they feel genuinely supported and cared for. It’s also more fun that way. 

The target salary range for this position is $60,000 - $75,000. Individual compensation for this role will depend on a variety of factors including qualifications, skills and applicable laws. In addition to base compensation, this role is eligible to participate in our equity incentive and competitive benefits plans.