Verification Manager

Position Summary

The Verification Manager serves as the primary client-facing leader for their assigned offices within the insurance verification department. They oversee IV Team Leads and their corresponding IVR/agents, ensuring accuracy, timeliness, and consistency of verification deliverables across all offices within their portfolio.

Verification Managers own client relationships, escalations, SLA performance, and cross-functional communication. They act as the bridge between clients, IV Team Leads, QA, product support, and leadership to ensure each office’s expectations are met and issues are resolved quickly.

This position requires strong communication, deep knowledge of insurance verification workflows, and the ability to translate client feedback into actionable steps for team leads and IVRs.

The Verification Manager supervises IV Team Leads, who each manage a team of Insurance Verification Representatives. The Verification Manager is responsible for the overall performance, quality, and SLA adherence across all assigned offices. They work closely with Team Leads to monitor productivity, address escalations, and ensure consistent service delivery.

• 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.

• 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, Care Stack, Dentrix, Eaglesoft, etc.).
• Ability to manage escalations with calm and control.
• Organizational excellence (CRM notes, ticket follow-ups, documentation).