IME Customer Service Supervisor

Dane Street, LLC

Job Overview

Location

Remote

Employment Type

Full-time

Work Arrangement

Remote

Sector

Healthcare & Medical

Experience Level

Mid-level (3-5 years)

Application Deadline

June 20, 2026

About the Company

Dane Street is a rapidly growing, Inc. 500 company recognized for its high-performance culture and forward-thinking approach. They specialize in processing over 200,000 insurance claims annually for a diverse clientele, including national and regional Workers’ Compensation, Disability, Auto, and Group Health Carriers, Third-Party Administrators, Managed Care Organizations, Employers, and Pharmacy Benefit Managers. Their core service involves providing customized Independent Medical Exams and Peer Review programs. These services are crucial in assisting clients to reach appropriate medical determinations, thereby streamlining the claims management process. The company fosters an environment that values insight and innovation from its professionals.

Job Description

We are seeking a dedicated and experienced Customer Service Supervisor to lead our team in managing the critical aspects of the medical file review process.

In this role, you will oversee the entire lifecycle of medical file reviews, from intake to ensuring timely turnaround. Your leadership will be instrumental in guiding the Customer Service Representative team to achieve operational excellence and deliver exceptional client support.

You will be responsible for ensuring cases are accurately notated and processed efficiently, providing expert guidance on complex assignments, and conducting regular audits to maintain high standards. Your ability to resolve client issues promptly and effectively will be key to fostering strong relationships.

Furthermore, you will play a vital role in coaching and developing team members, conducting one-on-one meetings, and contributing to performance reviews. You will also serve as a primary point of contact for clients, providing regular updates and addressing inquiries to ensure their needs are met with professionalism and care.

To apply for this role, click the Apply button on this page and follow the instructions.

Required Skills

Medical file reviewCustomer serviceTeam supervisionCase handlingCommunication skillsCritical thinkingTime managementComputer literacyTyping skills

Key Responsibilities

Manage the medical file review process, including intake and turnaround time.
Supervise the Customer Service Representative team.
Oversee case handling, ensuring proper notation and timely processing.
Provide guidance on case assignments and handling procedures.
Conduct monthly staff audits to ensure goal achievement and provide coaching.
Address and resolve issues brought to the supervisor's attention.
Train new team members on case workflow, processes, and client-specific requirements.
Conduct one-on-one meetings with staff for progress updates and feedback.
Participate in writing initial and annual staff reviews and provide input into hiring/firing decisions.
Provide frequent updates to clients on case progress.
Respond to client questions regarding referral information and documentation.
Ensure proper documentation for complex cases is provided to clients.
Deliver exceptional customer service to clients.

Qualifications

Associate’s Degree or Bachelor’s Degree preferred.
Critical experience in supervising or managing teams.
Business experience in a healthcare and/or insurance setting preferred.
Exceptional communication skills.
Clear understanding of company business lines.
Ability to apply critical thinking.
Efficient time management skills.
Ability to meet specific deadlines.
Computer literacy.
Typing skills.

Benefits & Perks

Medical, dental, and vision coverage for you and your family.
Voluntary life insurance options for you, your spouse, and your children.
Voluntary benefits including hospital indemnity, critical illness, accident indemnity, and pet insurance plans.
Basic life insurance, short-term disability, and long-term disability coverage at no cost.
Generous paid time off policy.
401k plan with a company match.
Apple equipment provided for remote workspace.
Media stipend provided for remote workspace.

How to Apply

To apply for this role, click the Apply button on this page and follow the instructions.

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The healthcare industry is experiencing significant growth, driven by increasing demand for efficient medical file review processes. This role is pivotal in managing the intake and turnaround time for medical file reviews, ensuring operational excellence. Key technical skills include medical record analysis, claims processing workflows, and customer relationship management. The impact of this role extends to improving client satisfaction and contributing to the company's ROI by optimizing service delivery and team performance.