Client Services Supervisor

The Client Services Supervisor oversees a broad range of administrative operations and client service functions within the Client Services Department. This is a working supervisor role responsible for delivering exceptional service while actively participating in daily departmental operations. 

The Supervisor serves as a primary liaison among patients, employers, insurance adjusters, nurse case managers, attorneys, physicians, and internal and external healthcare staff. Through effective leadership, operational oversight, and relationship management, this role ensures efficient workflows, high-quality service, and positive patient outcomes. 

The primary goal of this position is to support Iowa Ortho's clients and patients by coordinating administrative requirements, developing strong professional relationships, and fostering operational excellence throughout the organization. 

Key Responsibilities: 

• Leadership and Team Development 
• Provides day-to-day leadership, direction, and support for the Work Comp and Attorney Services teams. 
• Ensure coverage for all department responsibilities when staff is out of office.   
• Sets team priorities, resolves operational issues, and provides accurate and timely guidance to staff. 
• Monitors individual and team performance to ensure departmental goals and performance expectations are achieved. 
• Mentors team members by providing ongoing coaching, constructive feedback, and professional development support. 
• Assists with succession planning and employee development initiatives. 
• Facilitates onboarding and training of new employees. 
• Participates in recruiting and interviewing activities as requested. 

Operational Management 

• Oversees departmental workflows, processes, and services to ensure efficiency, quality, and consistency. 
• Assists coordinators with resolving unpaid invoice issues and other account-related concerns. 
• Documents interactions accurately and timely using approved systems and resources. 
• Tracks workers' compensation referrals and monitors provider distribution to ensure equitable referral allocation. 
• Analyzes operational and performance data to identify trends, improve processes, and enhance service delivery. 
• Develops and implements solutions that address operational, clinical, and customer service needs. 
• Adapts departmental priorities to align with organizational objectives and business needs. 
• Provides input regarding departmental forecasting, growth opportunities, and strategic initiatives. 

Collaboration and Relationship Management 

• Serves as a liaison between departments and advocates for team functions internally and externally. 
• Collaborates with supervisors, managers, directors, physicians, and staff to develop and implement efficient organizational processes. 
• Participates in marketing and business development activities and coordinates staffing support as needed. 
• Builds, cultivates, and maintains relationships that contribute to patient growth, client satisfaction, and positive outcomes. 
• Maintains professional relationships with employers, insurance carriers, attorneys, case managers, and referral partners. 

Direct Service Responsibilities 

• Performs the duties of the Workers' Compensation Coordinator role when needed to support department operations and coverage. 
• Maintains expertise in departmental processes, policies, and customer service standards. 
• Performs other duties and special projects as assigned. 

• Bachelor's degree in Business Administration, Healthcare Administration, Healthcare Management, or a related field; 

OR 

• Two (2) years of post-secondary education, technical medical training, or equivalent healthcare-related coursework, combined with at least two (2) years of professional healthcare experience. 
• Minimum of five (5) years of customer service, healthcare operations, workers' compensation, or related experience. 
• Minimum of five (5) years of workers' compensation experience. 
• Demonstrated experience coordinating multiple stakeholders, including patients, employers, insurance carriers, attorneys, and healthcare providers. 

Preferred: 

• Previous supervisory, lead, or team leadership experience. 
• Experience in healthcare operations, practice management, or process improvement initiatives. 
• Prior consulting, business development, or client relationship management experience. 
• Experience analyzing operational data and implementing workflow improvements. 
• Excellent communication skills (both written and verbal) 
• Basic computer skills: Microsoft Office Suite: Excel, Outlook, Word, One Note) 
• Ability to read, speak, hear, and write the English language without translation