iCore · 1 day ago
Verification Manager
United States
Full-time
Remote
Mid, Senior LeveliCore is a company that provides responsive dental billing services for a highly regulated healthcare environment. They are seeking a Verification Manager to oversee the insurance verification department, managing client relationships and ensuring the accuracy and timeliness of verification deliverables across assigned offices.
Computer Software
Responsibilities
Managing Ins. Verification Team Leads: Meet regularly with Team Leads to review productivity, time logs, quality issues, urgent verifications, and overdue items. Provide clear direction, expectations, and coaching. Ensure Team Leads implement corrective action plans when needed and escalate disciplinary matters appropriately
Client Relationship Management: Serve as the primary point of contact for assigned offices. Conduct routine check-in calls to review accuracy, turnaround times, SLA performance, and any concerns raised by the office. Document feedback, identify action items, and ensure Team Leads implement necessary adjustments. Maintain clear CRM notes and communication history
New Office Onboarding and Setup: Participate in onboarding introduction calls to welcome new offices and establish your role as their long-term point of contact. Confirm key operational information with the Onboarding Manager, ensure office guidelines are documented correctly, and support the transition from onboarding into ongoing account management
Escalation Management: Own all client escalations from start to finish. Contact the office directly to acknowledge concerns and gather details. Review ticket history, reports, and IVR actions to determine the root cause. Assign corrective work to the appropriate Team Lead and oversee resolution to completion. Communicate updates, next steps, and timelines to the office. Ensure all escalations are documented thoroughly in the CRM and closed out with full client confidence restored
Daily Workflow Oversight: Review daily performance across assigned offices. Ensure Team Leads are monitoring productivity, correcting issues promptly, and preventing backlog or missed SLAs. Intervene when immediate action is required to protect client satisfaction or SLA compliance
Quality Assurance and Accuracy Monitoring: Review quality and accuracy trends for assigned offices. Identify recurring issues and direct Team Leads to implement training or corrective action. Hold periodic quality reviews with Team Leads and confirm that all SOP and guideline updates are communicated accurately to clients
Reporting Responsibilities: Prepare biweekly or monthly reports for each assigned office that outline verification volume, accuracy, turnaround performance, SLA results, and unresolved issues. Provide weekly updates to the General Manager regarding escalations, high-risk offices, trends, staffing concerns, and training needs
Process Improvement and SOP Enforcement: Ensure Team Leads follow all SOP standards consistently. Identify necessary updates and help revise workflows based on client needs or system changes. Collaborate with product teams when PMS or platform issues affect verification processes. Train Team Leads and IVRs on new procedures or insurance updates
Qualification
Required
Deep understanding of dental insurance verification workflows
Strong client-facing communication skills (clear, professional, solution-focused)
Analytical mindset with ability to identify trends and root cause
Strong problem-solving and conflict-resolution skills
Experience managing teams, coaching leaders, and driving accountability
Ability to multitask across multiple high-volume offices
Knowledge of PMS platforms (Open Dental, CareStack, Dentrix, Eaglesoft, etc.)
Ability to manage escalations with calm and control
Organizational excellence (CRM notes, ticket follow-ups, documentation)
Company
iCore
iCore empowers healthcare teams nationwide with secure, data-driven technology that simplifies administration, accelerates revenue, and enhances patient care.
Founded in 2000
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Muralidar Chakravarthi
Chief Technology Officer
Archit Shah
CFO
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