Clinic Operations Supervisor

JOB SUMMARY

Dane Street’s success relies on individual and team contributions every day. We care for our customers, each other, and Dane Street. It is the responsibility for all of us to maintain a positive working environment that promotes client satisfaction and results.

The clinic operations supervisor is responsible for maintaining our local Washington clinics and overseeing the team of administrators, maintaining the appropriate schedules and ensuring on-site coverage. This position will also ensure that all other tasks, including exam and testing scheduling, document preparation, record retrieval, and any other tasks as assigned, are completed in a timely manner by the administrators. Ensure that Dane Street maintains a positive working relationship with the IME physician panel members, Washington L&I, and the claimants being examined.

Mission, Culture & Values

At Dane Street, we believe exceptional employee experiences create exceptional client experiences. Our culture is built on collaboration, continuous improvement, accountability, and care.

We care for our customers, we care for our employees, and we care for one another. Every team member plays an important role in creating an environment where people feel respected, supported, empowered to grow, and inspired to do meaningful work. 

What You’ll Do

Clinic Operations:

• Supervise general administrative duties to support management, IME physicians and claimants in the clinic.
• Ultimate responsibility for the clinic calendars and administrator schedules
• Hire, train and manage the performance of all clinic administrative staff
• Ability to attend in-person clinics regularly and as-needed
• Manage incoming call queues and administrator availability

New Intake: 

• Manage the intake of new cases and review/verify information and requests.
• Work with client on any information missing pertinent to processing claim.
• Assure appropriate documentation preparation is being organized in combination with specific special handling. 
• Managing reschedule requests as well as additional testing on an as needed basis

Assignment of Cases:

• Assign/schedule new cases to physicians for review with the appropriate physician, based on location, physician availability, specific guidelines, jurisdictional requirements and other client requirements.
• Ensure that the assigned physician has no conflict of interest with the case assignment.

All other duties as assigned

What Makes This Role Successful: 

Success in this role is defined by executing the IME rules and regulations for Washington workers’ compensation, maintaining exceptional levels of service and quality, and maintaining and developing the staff members responsible for clinic administration and scheduling. 

What Your First 90 Days May Look Like:

First 30 days- You will be onboarded with the local staff, review existing clinic schedules, and shadow call queues and case intake. This allows you to build a foundational understanding of Dane Street’s technology, platforms, and workflows, as well as L&I guidelines. You’ll also use this time to build rapport with local employees and physician panel members.

First 31-60 days- You will assess clinic coverage, staff capacity, and scheduling practices to identify any bottlenecks or operational inefficiencies. You’ll begin working closely with the staff to resolve case issues and streamline scheduling processes. This is the right time to establish coaching and management practices, as well as a 1-1 cadence, to set expectations across the team.

First 61-90 days: You will implement any updated operational processes to improve TAT, accuracy, and conflict-of-interest checks. You’ll have fully assumed leadership responsibilities for the team and will be supervising the day-to-day. You’ll also begin regular KPI monitoring for the team.

Requirements

EDUCATION/CREDENTIALS:

• An associate's degree in Healthcare Administration or Business Management is preferred.

Must Haves: 

• Experience and thorough understanding of the Washington L&I claims process
• Experience in in-clinic administration roles

Preferred Qualifications: 

• Leadership experience is preferred

WORKING CONDITIONS/PHYSICAL DEMANDS:

Any lifting, bending, traveling, etc. required to do the job duties listed above. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this role. Examples:

• Prolonged periods sitting or remaining stationary at a desk and working on a computer.
• Constant operation of a computer, keyboard, mouse, and other digital productivity tools.
• Close visual acuity required to view computer screens, analyze data, and read extensive digital documentation.
• Frequent communication with team members, leadership, and external partners via email, chat, phone, and video conferencing platforms.
• Occasional moving or positioning of office equipment or files weighing up to 10–15 pounds.

Why Join Dane Street?

• Collaborative remote culture
• Professional growth opportunities
• Meaningful work supporting the healthcare industry
• Comprehensive benefits
• Great Place to Work Certified since 2021
• Commitment to employee development 

WORK FROM HOME TECHNICAL REQUIREMENTS:

Supply and support their own internet services. 

Maintaining an uninterrupted internet connection is a requirement of all work-from-home positions.

Equal Opportunity Statement: 

At Dane Street, caring for people is at the heart of what we do. We are committed to creating an inclusive workplace where every employee feels respected, valued, and empowered to contribute. We provide equal employment opportunities to all applicants and employees and make employment decisions based on qualifications, merit, business needs, and without regard to race, color, religion, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, or any other characteristic protected by applicable federal, state, or local law. 

This job description is subject to change at any time.

Benefits

Join our team at Dane Street and enjoy a comprehensive benefits package designed to support your well-being and peace of mind. We offer a range of benefits including medical, dental, and vision coverage for you and your family. Additionally, we offer voluntary life insurance options for you, your spouse, and your children. We also offer other voluntary benefits which include hospital indemnity, critical illness, accident indemnity, and pet insurance plans. Employees receive basic life insurance, short-term disability, and long-term disability coverage at no cost. Our generous paid time off policy ensures you have time to relax and recharge, while our 401k plan with a company match helps you plan for your future. Apple equipment and a media stipend are provided for remote workspace. 

ABOUT DANE STREET:

A fast-paced, Inc. 500 Company with a high-performance culture, is seeking insightful forward-thinking professionals. We process over 200,000 insurance claims annually for leading national and regional Workers’ Compensation, Disability, Auto, and Group Health Carriers, Third-Party Administrators, Managed Care Organizations, Employers, and Pharmacy Benefit Managers. We provide customized Independent Medical Exams and Peer Review programs that assist our clients in reaching the appropriate medical determination as part of the claims management process.