Supervisor, Client Services Support Operations

ABOUT PERFORMANT:

At Performant, we're focused on helping our clients achieve their goals by providing technology-enabled services which identify improper payments and recoup or prevent losses due to errant billing practices. We are the premier independent healthcare payment integrity company in the US and a leader across several markets, including Medicare, Medicaid, and Commercial Healthcare. Through this important work we accomplish our mission: To offer innovative payment accuracy solutions that allow our clients to focus on what matter most - quality of care and healthier lives for all.

If you are seeking an employer who values People, Innovation, Integrity, Fun, and fostering an Ownership Culture - then Performant is the place for you!

ABOUT THE OPPORTUNITY:

The Supervisor of Client Services Support Operations supervises daily workflow and a team of operations support representatives to ensure department processes and requirements are met timely and accurately, while maintaining quality standards. This role assists with the development of best practices and ensures changes to client and internal procedures, or regulatory requirements are implemented, which includes modifications to process documentation, training materials staff training, and through changes being placed into production. The Supervisor is responsible for monitoring workflow, ensuring the team meets business needs, handling escalated process issues due to exceptions, and delivering ongoing coaching and training of staff.

Key Responsibilities to include:

• Ensures smooth workflow for successful completion of team's daily assignments, tasks, and responsibilities.

• Uses documentation and business understanding to provide direction and answer team members' questions.

• Conducts research and analysis to resolve issues, interfacing other department leaders, subject matter experts and resources.

• Leads by example, achieving excellent results and maintaining compliance and professionalism.

• Supervise a team of clerical support staff and leads in accordance with policies, laws, and in the best interest of the company.

• Contributes to continuous improvement by developing and delivering tools and training materials to enhance team's knowledge and efficiency.

• Assists management in setting and communicating goals and expectations to team members.

• Review teams' performance regularly, providing direction, coaching, and training as needed to ensure team members' success, maximize efficiency and team results.

• Participates in staff performance reviews, providing input on recommendations for transfers, promotions, terminations, etc. of team members.

• Promotes collaboration and teamwork to efficiently resolve team issues and ensure effective performance.

• Conducts regular team meetings to communicate and implement corporate and department directives, policies, and goals. Monitors and analyzes staff performance, attendance, compliance, and work behaviors to identify potential issues or trends. When needed, will escalate and communicate observations and recommendations to management and/or partner with the People Team to address accordingly.

• Exemplifies Performant core values in job duties and interactions.

• Completes and adheres to required training, including information security, anti-harassment and other compliance and policy/ procedure training.

• Perform other duties as required and/or assigned.

Knowledge, Skills and Abilities Needed:

• Excellent interpersonal skills.

• Solid supervisory and leadership skills.

• Ability to build credibility and trust. Build a solid team.

• Effective transfer of knowledge/skills to others and staff development/training.

• Ability to lead and direct others.

• Strong verbal and written communication skills; including phone and email etiquette.

• Good problem-solving and analytical skills.

• Ability to maintain professionalism and composure in difficult interactions.

• Excellent attendance and ability to work full-time.

• Able to maintain confidentiality of sensitive data.

• Proficiency in Microsoft Office applications and adaptability to various business systems.

• Attention to detail and excellent organization skills.

• Ability to perform functions and direction as business needs change with minimal supervision. Being flexible to changing priorities.

• Ability to supervise a remote team and work remotely effectively.

• Exhibits behaviors such as proactiveness, thinking long-term, and demonstrates a commitment to the business and our collective goals.

• Acts as a change champion by being flexible and adaptable in a highly dynamic and rapidly changing environment.

• Consistently delivers on promises and deadlines.

• Willing and able to work cross functionally when necessary.

• Skill in analyzing information, identifying trends and presenting solutions.

• Willing and able to lead by example, communicate ideas, take initiative and drive the team to achieve organizational goals.

• Demonstrated ability to consistently apply sound judgment and good effective decision making.

• Demonstrated ability to collaborate effectively in a variety of settings and topics.

• Ability to independently organize, prioritize and plan work activities effectively for self and others; develops realistic action plans with the ability to multi-task effectively.

• Excellent time management and delivers results balancing multiple priorities.

• Demonstrated ability to identify areas of opportunity and create efficiencies in workflows and procedures.

• Demonstrated ability to be proactive; identifies and resolves problems in a timely manner; develops alternative solutions.

• Ability to create documentation outlining findings and/or documenting suggestions.

• Solid technical aptitude with demonstrated ability to quickly learn and adapt to new systems and tools.

• Ability to be flexible and thrive in a high pace environment with changing priorities.

• Adaptable to applying skills to diverse operational activities to support business needs.

• Serves as positive role model and demonstrates characteristics that align and contribute to a collaborative culture of continuous improvement and high performing teams.

Required and Preferred Qualifications:

• High School Diploma or equivalent is required; some college or a completed degree is preferred but not required.

• At least 3 years of experience in progressive clerical support roles is required; experience in the financial services industry is preferred. Experience in bookkeeping, accounts payable, accounts receiving or banking is a plus.

• Prior experience supervising or managing clerical, administrative or administrative support staff is a plus.

• Ability to successfully perform assignments with minimum supervision.

• Ability to adapt to changes easily and assist others to do so.

WHAT WE OFFER:

Performant offers a wide range of benefits to help support a healthy work/life balance. These benefits include medical, dental, vision, disability coverage options, life insurance coverage, 401(k) savings plans, paid family/parental leave, 11 paid holidays per year, as well as sick time and vacation time off annually. For more information about our benefits package, please refer to our benefits page on our website or ask your Talent Acquisition contact during an interview.

Physical Requirements & Additional Notices:

If working in a hybrid or fully remote setting, access to reliable, secure high-speed Internet at your home office location is required. Proof of such may be required prior to an offer being made. It is the Employee's responsibility to maintain this Internet access at their home office location.

The following is a general summary of the physical demands and requirements of an Office/Clerical/Professional or similar job, whether completed remotely at a home office or in a typical on-site professional office environment. This is not intended to be an exhaustive list of requirements, as physical demands of each individual job may vary.

• Regularly sits at a desk during scheduled shift, uses office phone or headset provided by the Company for phone calls, making outbound calls and answering inbound return calls using an office phone system; views a computer monitor, types on a keyboard and uses a computer mouse.

• Regularly reads and comprehends information in electronic (computer) or paper form (written/printed).

• Regularly sit/stand 8 or more hours per day.

• Occasionally lift/carry/push/pull up to 10lbs.

Performant is a government contractor and subject to compliance with client contractual and regulatory requirements, including but not limited to, Drug Free Workplace, background requirements, and other clearances (as applicable). As such, the following requirements will or may apply to this position:

• Must submit to, and pass, a pre-hire criminal background check and drug test (applies to all positions). Ability to obtain and maintain client required clearances, as well as pass regular company background and/or drug screenings post-hire, may be required for some positions.

• Some positions may require the total absence of felony and/or misdemeanor convictions. Must not appear on any state/federal debarment or exclusion lists.

• Must complete the Performant Teleworker Agreement upon hire and adhere to the Agreement and all related policies and procedures.

• Other requirements may apply.

All employees and contractors for Performant Financial may and/or will have access to Sensitive, Proprietary, Confidential and/or Public data. As such, all employees and contractors will have ownership and responsibility to report any violations to the Confidentiality and Integrity of Sensitive, Proprietary, Confidential and/or Public data at all times. Violations to Performant's policy related to the Confidentiality or Integrity of data may be subject to disciplinary actions up to and including termination.

Performant is committed to the full inclusion of all qualified individuals. In keeping with our commitment, Performant will take the steps to assure that people with disabilities are provided reasonable accommodations. Accordingly, if you believe a reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, please contact Performant's Human Resources team to discuss further.

Our diversity makes Performant unique and strengthens us as an organization to help us better serve our clients. Performant is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, age, religion, gender, gender identity, sexual orientation, pregnancy, age, physical or mental disability, genetic characteristics, medical condition, marital status, citizenship status, military service status, political belief status, or any other consideration made unlawful by law.

THIRD PARTY RECRUITMENT AGENCY SUBMISSIONS ARE NOT ACCEPTED