Supv - Non-Clinical Operations

GEHA (Government Employees Health Association, Inc., pronounced G.E.H.A.) is a nonprofit member association that provides medical and dental benefits to more than two million federal employees and retirees, military retirees and their families. We celebrate diversity and are committed to creating an inclusive environment for all employees.

GEHA has one mission: To empower federal workers to be healthy and well.

Offering one of the largest medical and dental benefit provider networks available to federal employees in the United States, GEHA empowers health and wellness by meeting its members where they are, when they need care. We serve our members with products they value and a personalized customer experience, sustained by a nimble and efficient organization.

Duties and Responsibilities

• Supervises the Clinical Quality staff, as assigned. Serves as a resource for all team staff regarding program workflows, clinical documentation, claims processing system issues, and work distribution.

• Coordinates department workload and identifies staffing needs or other resources to meet quality, quantity and departmental goals. Communicates changes in departmental processes and procedures to staff when necessary.

• Serves as primary contact for staff, assigned internal and external programs and escalated care management issues. Tracks and trends performance of assigned staff, using department metrics. Assists clinical and clinical support team with complex or escalated cases and notifies department Administrator or Manager as appropriate.

• Recommends promotion, termination, hiring or reassignment of subordinates including scheduling and conducting informal and formal employee performance reviews. Maintains attendance records and approves leave requests.

• Reviews performance issues with Administrator/Manager and makes recommendation regarding level of discipline. Develops communication form, action plan, and delivers disciplinary action after reviewing with the Administrator/Manager.

• Communicates outside the department to other Supervisors, Assistant Supervisors, and leads regarding specific member claim issues. Identifies potential process improvement opportunities across departments and makes recommendations to Administrators/Managers as appropriate.

• Audits staff processes and reviews cases with staff to assess compliance with established clinical support guidelines, workflows, and adherence to benefits structure and member progress towards goals. Consults with the Clinical Quality Administrator/Manager regarding complex and/or high profile cases.

• Produces routine and ad hoc reports to track staff productivity and program measures of success. Reviews reports, identifies issues and trends, and makes recommendations to Administrator/Manager.

• Assists with development of Clinical Quality training materials. Identifies educational opportunities for the staff. Informs and collaborates with department educator to provide on-site educational opportunities.

• Responsible for the development, implementation, and maintenance of Clinical Quality policies and procedures. Collaborates with Administrator/Manager in creating, updating, and revising policies and workflows.

• Coordinates department project planning to accommodate the company's annual business needs. Works with management team to develop future programs and goals.

Knowledge, Skills, and Abilities

• Requires a degree in a related health field.

• Additional 5 years of supervisory or qualifying work experience in related field may be considered in lieu of formal education.

• Previous leadership experience preferred

• Demonstrates excellent verbal and written communications skills.
• Experience with HEDIS and Healthcare Quality

Work-at-home requirements

• Must have the ability to provide a non-cellular High Speed Internet Service such as Fiber, DSL, or cable Modems for a home office.
• A minimum standard speed for optimal performance of 30x5 (30mpbs download x 5mpbs upload) is required.
• Latency (ping) response time lower than 80 ms
• Hotspots, satellite and wireless internet service is NOT allowed for this role.
• A dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information

How we value you

• Competitive pay/salary ranges
• Incentive plan
• Health/Vision/Dental benefits effective day one
• 401(k) retirement plan: company match - dollar for dollar up to 4% employee contribution (pretax or Roth options) plus a 6% annual company contribution
• Robust employee well-being program
• Paid Time Off
• Personal Community Enrichment Time
• Company-provided Basic Life and AD&D
• Company-provided Short-Term & Long-Term Disability
• Tuition Assistance Program

Please note that the salary information is a general guideline only. GEHA considers factors such as (but not limited to) scope and responsibilities of the position, candidate's work experience, education/training, key skills, internal peer equity, as well as, market and business considerations when extending an offer.

GEHA is an Equal Opportunity Employer, which means we will not discriminate against any individual based on sex, race, color, national origin, disability, religion, age, military status, genetic information, veteran status, pregnancy, marital status, gender identity, and sexual orientation, as well as all other characteristics and qualities protected by federal, state, or local law. GEHA will not discriminate against employees or applicants because they have inquired about, discussed, or disclosed their compensation or the compensation of another employee or applicant. We are committed to creating an inclusive environment for all employees. Our diversity drives innovation deepens connections and strengthens our organization.

GEHA is headquartered in Lee's Summit, Missouri, in the Kansas City area. We recognize the importance of balance and flexibility and offer hybrid and work-from-home options for many of our roles.