Supervisor

Profile

Supervisor

Responsibilities: Partner with Manager to ensure the Worker’s Compensation/Liens Department and Fund goals are implemented, accurately communicated and achieved. Supervise staff in accordance with established departmental procedures, Human Resources guidelines, and provisions of Collective Bargaining Agreement. Conduct daily monitoring of calls using call management system (Cisco Unified Contact Center Enterprise); generate and review reports for trending, system issues and repeat calls for an improved member experience; Conduct Listening Sessions and coaching for phone staff based on monthly TQA Reports. Ensure staff is trained and developed to meet the goals and needs of the department; establish a collaborative team environment, maintain an ‘open door’ policy remaining approachable and accessible, and provide constructive feedback on a regular basis. Prepare performance evaluations for direct reports; monitor and evaluate achievements of performance standards (i.e. productivity, accuracy, and attendance) and take corrective action as necessary; identify strengths, areas of development; create improvement plans, coach and counsel as appropriate. Resolve escalated member calls and/or emails and act as liaison between attorneys, insurance carriers, health care providers, and various Fund departments regarding third party liens, no-fault, and worker’s compensation cases; troubleshoot, resolve and follow-up on urgent matters. Monitor manage and process staff time and attendance via timekeeping system (E-time) and manage staff schedule adherence. Conduct quality reviews of Workers’ Compensation/Liens staff to ensure operational policies and procedures are being adhered to, (e.g. timely follow up; accuracy of letter/tracking, etc.). Review, analyze and assess workers’ compensation, third party and no- fault case files through e-case, e-law, e- courts, PerfectLaw, QNXT, and V3. Review and negotiate the Funds’ reimbursement with attorneys and members based on established guidelines in Fund’s Third- Party Lien policy. Thoroughly monitor and maintain PerfectLaw database and production reports to ensure timely follow-up on Worker’s Compensation/Liens cases; prepare monthly reports on recovery activities; Identify areas for development, create improvement plans, coach and counsel as appropriate. Coordinate and attend weekly worker’s compensation clinic and review worker’s compensation intakes with attorney. Perform additional projects and responsibilities as assigned by management.

Additional Information

Requisition #: 5739

Company info

1199SEIU Family of Funds
330 W. 42nd Street 9th Floor
New York
New York
United States 10036
Website : http://www.1199nbf.org/