Support Supervisor

Are you looking for an opportunity to join a team with a responsible company that has consistently outpaced the industry in year over year growth? Liberty Mutual Insurance has an excellent opportunity available.

We are hiring a hands‑on QA Supervisor to lead the Medical Bill Review Quality Review team supporting Workers’ Compensation (WC) medical bill review. You will supervise eight QA Associates who review processed medical bills and perform related WC support functions for accuracy. The role combines people leadership, inventory management, SLA ownership across multiple workstreams, vendor/BPO oversight, and continuous improvement. You will become a subject matter expert in the end‑to‑end Medical Bill Review program and partner closely with our Business Process Outsourcing team and Vendor Operations Specialists.

Key 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.

• 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.