Trupanion is a leading provider of medical insurance for cats and dogs in North America. Our mission is to help the pets we all love receive the veterinary care they need. At Trupanion, we offer a collaborative, casual, and pet-friendly environment where everyone is encouraged to be themselves.
The Medical Record Review (MRR) team is seeking an individual to take on the challenge of a Manager role. This is an exciting opportunity and the individual who takes it on will be assisting with the development and supervision of the MRR team within the Claims Support Department to ensure its and the departments' success.
The Medical Record Review Manager will be responsible for managing the day-to-day operations of the MRR Team, including tasks, direct reports, team metrics, scheduling, multiple workflows and projects, as well as addressing questions from the team quickly and accurately. They will have a desire to work with a production focused team and developing the team to ensure they are reaching their full potential. They will need to work with the other Claims and Claims Support teams to make sure that cross-team policies are effectively communicated and implemented. The Medical Record Review Manager will be instrumental in hiring, training, supervising, and developing current and additional staff members within their team, to keep pace with the positive growth rate of the business.
The optimal candidate will be an articulate, team-motivated professional with a strong knowledge of and experience with veterinary medicine who can manage multiple job responsibilities and able to adapt to changing priorities with ease.
Candidates for this role can work onsite in our Seattle office (once it is safe to return onsite) or remotely from anywhere in the United States.
Key Responsibilities Include:
Tracking and measuring individual and team productivity and quality results for individual assessments and staffing forecasts
Daily monitoring of service levels
Management of team members to ensure efficient use of employees' time
Identifying and resolving potential issues to make sure standards are met
Approving and planning for scheduled time-off, monitoring employee attendance, and directing shift schedules and breaks
Supervising, coaching, training, and applying performance management to team members
Meeting with the Claims Support Senior Manager, as scheduled, to discuss areas of concern, quality control, and training opportunities
Working on creating the best hospital and member experience possible
Identifying and developing skills within the team for succession opportunities
Taking on some of the responsibilities of the Claims Support Senior Manager, in their absence if necessary
Implementing initiatives, protocol or workflow changes in order to align with company goals and strategies
Leadership of Others:
The Medical Record Review Manager will directly manage a team of up to 10 individuals, with a combination of onsite and remote workforce. They will be responsible for: monitoring and tracking each team member's metrics on a monthly basis; talent development and succession planning for future growth and leadership development; creation and implementation of performance agreements for any employees not meeting the baseline metrics of the Medical Records Review position and provide coaching and feedback opportunities for improvement; and utilizing change management strategies to support direct reports.
Successful candidates will also be able to balance department needs with being advocates for their team members.
Qualifications ( Please include a cover letter with your application !)
Education, Registration & Certification:
Bachelor's degree or higher preferred, equivalent experience accepted
2+ years of experience working as a veterinary assistant or technician in a clinic environment
Understanding of veterinary medical terminology and medical conditions is required
1+ years of experience leading or managing a team of 10+ employees
2+ years of experience working as a veterinary technician or assistant required
For internal applicants: Senior team members or prior management experience is preferred
Skills, Knowledge & Abilities:
Ability to work full time and willing to work any schedule, including traditional holidays if needed
Must be able to foster a positive and productive work environment with ability to lead, build teams, and motivate staff
Outstanding verbal, written, and interpersonal skills with excellent attention to details
Ability to provide excellent customer service via phone and email to internal and external business professionals
Organized, self-motivated, hard-working problem-solver who is able to work with minimal direction once objectives are clearly stated
Computer skills competency including MS-Office suite and strong documentation skills
Ability to handle stress, problem solve, and be an active solution seeker
Excellent public speaking skills preferred
Must be pet friendly
Benefits and Perks:
Full medical, dental and vision benefits at no cost to the employee
Four weeks paid time off
Five week sabbatical after five years of employment
Restricted Stock Units
Open, casual, pet-friendly and fun office environment
Free dog walking services for office pets during business hours
Free medical health insurance for your pet (1 dog or cat)
Paid time off to volunteer at nonprofit organizations
Free on-site gym
We're all about helping pets. We promote a cohesive and nimble team environment, and we hire, develop and promote team members. We trust each other. We are transparent and honest. We care about one another and want to see our team members succeed, personally and professionally. We strive to promote from within and reduce bureaucracy to allow creative thinking. We're focused on providing continuous training and support to all team members to encourage long-term happiness and success.
Take a look inside our office and see for yourself:
Trupanion is an equal opportunity employer and embraces diversity. We are committed to building a team that represents a variety of backgrounds, abilities, perspectives, and skills.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.