Insurance Follow Up Team Lead SLC in Earth City, MO at Parallon

Date Posted: 7/23/2018

Job Snapshot

Job Description

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Job Description
JOB TITLE: Team Lead, Insurance

GENERAL SUMMARY OF DUTIES – Assist the Manager by giving staff day-to-day direction in performing daily responsibilities.

SUPERVISOR – Unit Manager


  • Perform Client Representative Activities based on production quotas.  Fully capable of meeting quotas.
  • Work with Manager to ensure the staff is capable of handling current production goals within department(s).
  • Assist in training new staff by demonstrating sound claims processing and collections practices, participating in role plays, monitoring new hire calls and providing feedback.  Provide feedback to Supervisor on new hire progress, surfacing issues or other actions that should be taken to improve/maintain success.
  • Provide first level help to staff by answering questions, reviewing policies or procedures, participating in client calls, addressing escalated issues, researching customer accounts or providing feedback to staff.
  • Participate in weekly monitoring sessions with Manager and staff members as assigned.
  • Perform weekly QA audits in each company. Achieve and maintain acceptable scores and functions as outlined in the QA program.  Maintain prompt and accurate documentation outlining all steps of the QA program that have been taken in individual organized files.  Fill out the proper forms.  Audit the assigned number of accounts per day following a set schedule.  Forms will be completed and turned in within required timelines.
  • Provide feedback to Manager on staff performance.
  • Maintain a working inventory of accounts equal to 75% of the volume a normal reps inventory would carry.  Also manage a queue of problem accounts and make follow-up calls or provide other supervisory resolution action as needed.  Ensure proper follow-up by seeing that the inventory of problem accounts never exceeds 25 on a daily basis.  Escalate problems as deemed appropriate.  Monthly fee goals will be adjusted to account for the 25% of a Team Leads time spent off of their collection desk supporting their staff members. 
  • Prepare daily and weekly reports as needed as to the status of the MTD production quotas. 
  • Conduct weekly Rap sessions with staff members and provide updates to the Manager regarding issues discussed.  The goal of this meeting is to provide the staff an open forum to discuss collection related issues that affect clients, co-workers, the company etc.  Document meetings and provide collection staff the notes for follow-up.  Maintain Rap session scheduling and notify Unit Manager of such schedule.
  • Duties may vary by location
  • Adheres to and supports organizational IT&S standards, policies, and procedures.
  • Adheres to Code of Conduct.
  • Performs other duties as assigned.

Job Requirements


  • Organization - proactively prioritizes needs and effectively manages resources
  • Communication - communicates clearly and concisely, verbally and in writing.  This includes utilizing proper punctuation, correct spelling and the ability to transcribe accurately.
  • Customer orientation - establishes and maintains long-term customer relationships, building trust and respect by consistently meeting and exceeding expectations
  • Interpersonal skills - able to work effectively with other employees, patients and external parties
  • PC skills - demonstrates proficiency in Microsoft Office applications and others as required
  • Leadership - guides individuals and groups toward desired outcome by providing training, advice and feedback to assist/support employees in achieving established performance standards
  • Tactical execution - assist in monitoring operational processes and making recommendations for changes/adjustments as needed during the implementation or change to new products or processes
  • Policies & Procedures - demonstrates knowledge and understanding of organizational policies, procedures and systems
  • Basic skills - demonstrates ability to organize, perform and track multiple tasks accurately in short timeframes, have ability to work quickly and accurately in a fast-paced environment while managing multiple demands, ability to work both independently and collaboratively as a team player,  adaptability, analytical and problem solving ability and attention to detail and able to perform basic mathematical calculations, balance and reconcile figures, punctuate properly, spell correctly and transcribe accurately.



  • High school diploma or GED required.

  • At least one year of related experience required. 



  • N/A

PHYSICAL DEMANDS/WORKING CONDITIONS – Requires prolonged sitting, some bending, stooping and stretching. Requires eye-hand coordination and manual dexterity sufficient to operate a keyboard, photocopier, telephone, calculator and other office equipment. Requires normal range of hearing and eyesight to record, prepare and communicate appropriate reports. Requires lifting papers or boxes up to 50 pounds occasionally.  Work is performed in an office environment. Work may be stressful at times. Contact may involve dealing with angry or upset people. Staff must remain flexible and available to provide staffing assistance for any/all disaster or emergency situations. Occasional travel to division data center and/or other facilities may be required.

OSHA CATEGORY – The normal work routine involves no exposure to blood, body fluids, or tissues (although situations can be imagined or hypothesized under which anyone, anywhere, might encounter potential exposure to body fluids).  Persons who perform these duties are not called upon as part of their employment to perform or assist in emergency care or first aid, or to be potentially exposed in some other way.