Complex Peer QA Supervisor

JOB SUMMARY

The Operations QA Supervisor is responsible for managing the various aspects of a Medical File Review process, specifically the intake, turnaround time, quality, supervision, and direct oversight of the Quality Assurance teams.

Dane Street’s success relies on individual and team contributions every day. We care for our customers, each other, and Dane Street. It is the responsibility for all of us to maintain a positive working environment that promotes client satisfaction and results.

Directly overseeing client experience and quality.

Mission, Culture & Values

At Dane Street, we believe exceptional employee experiences create exceptional client experiences. Our culture is built on collaboration, continuous improvement, accountability, and care.

We care for our customers, we care for our employees, and we care for one another. Every team member plays an important role in creating an environment where people feel respected, supported, empowered to grow, and inspired to do meaningful work.

What You'll Do

Main Duties:

• Supervise the assigned staff and oversee the CSR and QA Boards to ensure a timely and accurate process of each file.
• Conduct daily audits on staff to ensure that goals are met, and coaching/training is provided when required.
• Provide details of board reviews to the manager to ensure the efficiency and productivity of staff.
• Assist in identifying & correcting staff performance
• Ensure referrals meet the client-directed Turn Around Time (TAT).
• Assist the management team with ensuring intake completion
• Assist management team with scheduling and coordinating depositions
• Other duties & special projects, as assigned and based on business needs.
• Training QA team
• Implement proper workflow to grow client experience.
• Have Monthly performance reviews with your direct reports.

Oversight of QA Case Handling: 

• Ensure appropriate QA staff are assigned to each file to designate file handling responsibilities amongst the team.
• Ensure that all QA staff adhere to and meet their specific job duties, including but not limited to:
• Following up with Physicians for outstanding reports
• Reviewing received reports for accuracy
• Delivering completed reports back to all applicable parties
• Following all client-specific instructions
• Actively participate in issue resolution by working with the required QA, physicians, Account managers, and/or other related parties
• Follow up with physicians with any additional questions or need for further clarification and Client outreach to advise of delays for status updates.
• Ensure correct Doctor Payment amount and Client Invoice amount upon approval of referrals.
• Assist with report QAs and Approvals as needed

Other duties & special projects, as assigned and based on business needs.

What Makes This Role Successful: Business experience in a healthcare and/or insurance setting is preferred. Good communication skills with a clear understanding of company business lines. The ability to apply critical thinking, manage time efficiently, and meet specific deadlines. Computer literacy and typing skills are essential.  2–4+ years of experience in customer service, account management, customer success, insurance operations, healthcare operations, or another client-facing operational environment. Present exceptional communication skills with a clear understanding of company business lines.

What Your First 90 Days May Look Like: 

First 30 days

• Learn the Medical File Review process, including intake, QA workflows, and turnaround time expectations.
• Understand CSR and QA boards, staff responsibilities, and client-specific requirements.
• Build relationships with QA staff, physicians, Account Managers, and leadership.
• Review existing quality standards, performance expectations, and reporting processes.
• Identify workflow challenges and opportunities for improvement.

First 31-60 days

• Direct day-to-day Quality Assurance workflows, team assignments, and operational board management.
• Perform daily quality audits on team members while delivering targeted guidance and training as needed.
• Track turnaround time metrics, review precision, and outstanding medical review files.
• Guarantee strict compliance with client specifications and facilitate punctual report distribution.
• Remediate staff performance gaps and support resolution of complex operational and customer challenges.
• Hold monthly performance reviews with assigned team members.

First 61-90 day

• Demonstrate full ownership of QA team performance and daily operations.
• Ensure consistent quality, productivity, and turnaround time expectations are met.
• Identify and implement workflow improvements to enhance efficiency and client experience.
• Strengthen staff accountability through ongoing coaching and performance management.
• Monitor team performance and provide regular updates to management.
• Identify opportunities to improve quality, communication, and overall service delivery.

Requirements

EDUCATION/CREDENTIALS:

An Associate’s Degree is preferred.

Must Haves: 

• Exceptional written and verbal communication, professional judgment, discretion, relationship-building, and conflict-resolution skills.
• Strong critical thinking and independent case assessment; ability to interpret complex instructions, recognize risks, and determine appropriate escalation.
• Excellent organization, prioritization, time management, and follow-through across high-volume, deadline-driven work.
• Working knowledge of clinical and legal review workflows, expert credentials, report quality expectations, and company service lines.
• Ability to coordinate across clients, physicians, attorneys, adjusters, Sales, Operations, Management, and Finance.
• Computer literacy, typing proficiency, and ability to learn and maintain accurate records in company systems.
• Leadership experience        

Preferred Qualifications: 

This position encompasses client relationship management, independent case assessment, service-line development, physician coordination, quality assurance, legal documentation, fee negotiation, deposition and testimony coordination, and daily operational oversight. The role requires independent judgment, management of competing priorities across multiple service lines, and direct accountability for matters affecting service quality, turnaround times, client satisfaction, and revenue opportunities. Time-sensitive needs may require availability outside standard business hours, including same-day or 24-hour requests and testimony-related matters, consistent with company.

WORKING CONDITIONS/PHYSICAL DEMANDS:

Any lifting, bending, traveling, etc. required to do the job duties listed above. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this role. Examples:

• Prolonged periods sitting or remaining stationary at a desk and working on a computer.
• Constant operation of a computer, keyboard, mouse, and other digital productivity tools.
• Close visual acuity required to view computer screens, analyze data, and read extensive digital documentation.
• Frequent communication with team members, leadership, and external partners via email, chat, phone, and video conferencing platforms.
• Occasional moving or positioning of office equipment or files weighing up to 10–15 pounds.

Why Join Dane Street?

• Collaborative remote culture
• Professional growth opportunities
• Meaningful work supporting the healthcare industry
• Comprehensive benefits
• Great Place to Work Certified since 2021
• Commitment to employee development 

WORK FROM HOME TECHNICAL REQUIREMENTS:

Supply and support their own internet services. 

Maintaining an uninterrupted internet connection is a requirement of all work from home position.

Equal Opportunity Statement: 

At Dane Street, caring for people is at the heart of what we do. We are committed to creating an inclusive workplace where every employee feels respected, valued, and empowered to contribute. We provide equal employment opportunities to all applicants and employees and make employment decisions based on qualifications, merit, business needs, and without regard to race, color, religion, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, or any other characteristic protected by applicable federal, state, or local law. 

This job description is subject to change at any time.

Benefits

Join our team at Dane Street and enjoy a comprehensive benefits package designed to support your well-being and peace of mind. We offer a range of benefits including medical, dental, and vision coverage for you and your family. Additionally, we offer voluntary life insurance options for you, your spouse, and your children. We also offer other voluntary benefits which include hospital indemnity, critical illness, accident indemnity, and pet insurance plans. Employees receive basic life insurance, short-term disability, and long-term disability coverage at no cost. Our generous paid time off policy ensures you have time to relax and recharge, while our 401k plan with a company match helps you plan for your future. Apple equipment and a media stipend are provided for remote workspace. 

ABOUT DANE STREET:

A fast-paced, Inc. 500 Company with a high-performance culture, is seeking insightful forward-thinking professionals. We process over 200,000 insurance claims annually for leading national and regional Workers’ Compensation, Disability, Auto, and Group Health Carriers, Third-Party Administrators, Managed Care Organizations, Employers, and Pharmacy Benefit Managers. We provide customized Independent Medical Exams and Peer Review programs that assist our clients in reaching the appropriate medical determination as part of the claims management process.