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Liberty Mutual Insurance · 1 day ago

Support Supervisor

United States

Full-time

Remote

Mid, Senior Level

$61K/yr - $113K/yr

3+ years exp

Liberty Mutual Insurance is a leading insurance company with a strong track record of growth. They are hiring a hands-on QA Supervisor to lead the Medical Bill Review Quality Review team, overseeing QA Associates and managing the quality assurance process for Workers’ Compensation medical bill reviews.

FinanceFinancial ServicesInsurance

Responsibilities

Supervise and develop a team of 8 QA Associates: set objectives, conduct regular 1:1s, deliver coaching, run performance reviews, and address performance or conduct issues using established processes

Manage bill QA inventory and queue health across workstreams: monitor volumes, prioritize assignments, reallocate resources, and ensure SLAs and turnaround targets are met. Track backlog, aging, and throughput to identify capacity gaps

Oversee daily operations of processed‑bill reviews and related WC support functions (examples: payment validation, adjustments, provider correspondence review, reprocessing validation, denial/appeal checks)

Lead calibration sessions and maintain QA scorecards to ensure consistent, objective evaluations across reviewers. Maintain and update SOPs, work instructions, and training materials

Conduct root cause analysis on processing errors, lead corrective action plans, and coach operations and vendors on remediation. Have candid, constructive conversations about repeat errors and performance gaps

Partner with BPO teams and Vendor Operations Specialists to clarify quality expectations, negotiate corrective plans or service terms, and ensure vendor adherence to KPIs. Escalate and track vendor remediation until issues are resolved

Identify, document, and implement process improvements to reduce error rates, rework, and cycle time; lead small projects or pilots to test improvements

Produce and present regular operational QA reports and trend analysis to program leadership (accuracy rate, error types, SLA compliance, queue metrics, vendor performance)

Handle basic team administration: requisitions, interviewing, onboarding, equipment requests, and maintenance of team records

Qualification

Medical billing experienceQA supervisory experienceWork queue managementCPT/HCPCS knowledgeData analysis skillsCoaching skillsConflict managementCommunication skills

Required

3–6 years' experience in medical billing, claims review, or WC adjudication with demonstrable QA or supervisory responsibility. Preference for prior leadership experience

Working knowledge of medical billing documentation and codes (CPT/HCPCS, ICD‑10), EOB interpretation, and common payer adjudication issues in WC environments

Proven experience managing work queues/inventory and meeting SLAs across multiple workstreams

Strong coaching and conflict‑management skills; comfortable having challenging conversations and negotiating corrective actions with internal and vendor partners

Analytical aptitude with reporting and basic data analysis skills (Excel — pivot tables, filtering, formulae; experience with BI or QA tools a plus)

Clear written and verbal communication; ability to write SOPs and present QA findings to stakeholders

Ability to work in a fast‑paced environment and prioritize competing demands