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Supervisor, Utilization Management

Mass General Brigham (Enterprise Services)
United States, Massachusetts, Somerville
399 Revolution Drive (Show on map)
Aug 21, 2025
The supervisor will work closely with the Utilization Manager of Clinical Services to oversee the daily operations of the Utilization Staff. The incumbent will be responsible for the direct coaching, supervision, and evaluation of licensed clinical. The incumbent may at times be required to participate in projects across the organization for new products or business needs. Principal Duties and Responsibilities: Expertise in clinical inpatient and outpatient utilization management reviews utilizing InterQual, company policies and procedures, and other resources as determined by review, including physician reviews as needed Expertise in clinical inpatient and outpatient care Demonstrated leadership skills to influence and motivate a team, team building skills and performance coaching Ability to organize and effectively manage meetings Proficient with Microsoft Word, Excel, Outlook, McKesson InterQual , Outlook, SharePoint, PC based operating system, and web-based phone system Excellent verbal, written, listening, and interpersonal skills Ability to efficiently prioritize and organize work Ability to be creative, develop solutions for problem solving, and utilize critical thinking skills Strong internal and external customer focus Demonstrated commitment to increasing customer satisfaction Demonstrated collaborative working efforts within UM department and external business partners Ability to follow directions and work with minimal direct supervision Sound decision making and time management skills Proactive in areas of professional development personally and for the department Outstanding project management skills and techniques Core Functions: Staff Supervision Educate staff on quality review requirements and documentation guidelines, with emphasis on highly accurate and specific documentation consistent with national regulations and practice. Monitor individual productivity and adjust assignments as needed to support productivity goals, quality reviews, ensure timeliness, and equitable distribution of cases Report staff productivity trends and any other department/staff concerns to manager as needed Promote staff growth and development. Lead staff orientation and training within the UM department as needed Staff performance management, conduct 1:1 meeting with staff. Regular internal and external communication on a team and individual basis Oversee compliance and timeliness of authorizations and denial letters. Participate in and lead agile groups. Participate in and lead quality improvement initiatives within the clinical operations department. Participate in monthly audits, providing feedback to staff as opportunities for improvement as identified. Infrastructure Enhancement Participate in system enhancement planning & development Policy & Procedure implementation and maintenance Ensure site assignments, phone/fax lists, hospital reports, etc. are updated and accurate Monthly review of staff roles, metrics, and quality of work, making readjustments to align w MA regulations and Mass General Brigham Health Plan goals as needed Develop tools and workflows to ensure accuracy and completeness of reviews and documentation Participate in inter-departmental meetings Inform, engage, inspire, motivate, and actively listen to employees. Make decisions that put the needs of the people we serve-our members, providers, brokers, and employers-front and center. Communicate and cascade information to employees in a timely manner and actively participate in the success of cross-organizational programs and initiatives. Identify/create processes and align resources to accomplish key objectives; clearly convey and assign clear accountability for important objectives, deadlines, and expectations. Hire, participate in, and/or recommend development measures and disciplinary actions up to and including termination; evaluate performance and supervise the work of all direct and indirect reports following established organizational policies, procedures, and practices. Set clear goals and objectives, use metrics to measure performance, and hold employees accountable. Provide coaching to improve performance and holds regular development meetings. Hold self and others accountable to meet commitments. Persist in accomplishing objectives to consistently achieve results despite any obstacles or setbacks. Build strong relationships and infrastructures that designate Mass General Brigham Health Plan as a people-first organization. Hold self and others accountable to meet commitments. Persist in accomplishing objectives to consistently achieve results despite any obstacles and setbacks that arise. Build strong relationships and infrastructures that designate Mass General Brigham Health Plan as a people-first organization. Other duties as assigned with or without accommodation. Qualifications:* Bachelor's degree required or the equivalent combination of training and experience, plus 4 years of related experience in a managed care setting, knowledge of utilization management (i.e. insurance company), leading or management of a team. Clinical license required (RN). Certified Case Manager preferred. Strong leadership skills preferred. Skills/Abilities/Competencies: Demonstrate Mass General Brigham Health Plan's core brand principles of always listening, challenging conventions, and providing value. Bring fresh ideas forward by listening to and working with employees and the people we serve. Respect the talent and unique contributions of every individual and treat all people in a fair and equitable manner. Strong, demonstrated track record of an ability to execute on time, on budget, and on scope. Strong aptitude for technology-based solutions. Ability to inject energy, when and where it's needed. Current in healthcare trends. Demonstrated forward, visionary thinking; ability to see "what is" and envision "what could be." Ability to develop, introduce, defend, and gain support for a new ideas and approaches. Excellent leadership skills and leadership track record. Ability to translate and communicate complex topics in a variety of forums, tailoring communications to effectively fit and influence the targeted audience, strong executive presence, presentation, and communication skills. Strong verbal, active listening, and written communication skills required. Ability to view the long-range trends and cycles of the business and industry and see the "big picture." Ability to apply a variety of strategic frameworks to analyze problems and to guide and develop solutions. Ability to challenge the status quo and drive innovative thinking and the capability to successfully implement strategy. Excellent interpersonal skills, including the ability to influence others at all levels of an organization. Strong EQ; exercises self-awareness; monitors impact on others; is receptive to and seeks out feedback; uses self-discipline to adjust to feedback. Unquestionable integrity. Working Conditions While a remote role, this team meets every quarter at the office at Assembly Row in Somerville and attendance is highly encouraged. Mass General Brigham Incorporated is an Equal Opportunity Employer. By embracing diverse skills, perspectives and ideas, we choose to lead. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.