iCore · 21 hours ago
Verification Manager
United States
Full-time
Remote
Mid, Senior LeveliCore is seeking a Verification Manager to lead client-facing operations within their insurance verification department. The role involves overseeing IV Team Leads, managing client relationships, and ensuring the accuracy and timeliness of verification deliverables across multiple offices.
Computer Software
Hiring Manager
Kelly Velez
Responsibilities
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
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
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
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
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
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
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
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
Strong communication skills
Deep knowledge of insurance verification workflows
Ability to translate client feedback into actionable steps for team leads and IVRs
Experience managing teams
Coaching leaders
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)
Analytical mindset with ability to identify trends and root cause
Strong problem-solving and conflict-resolution skills
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
Company data provided by crunchbase