Job Details

Description

Are you a leader who thrives on improving performance and developing teams? As an Operations Supervisor supporting our Quality Assurance team, you’ll oversee quality assurance programs to ensure that all claims, calls, texts, online communications, Group Administration tasks, and Provider Services tasks are handled consistently by Delta Dental of Washington. You’ll work closely with Operations Managers, Supervisors, and the Training team to address error trends and support individual development opportunities, ensuring work meets company standards, aligns with customer expectations, and achieves exceptional quality and reliability.

At Delta Dental of Washington our vision is that all people can enjoy good oral and overall health, with no one left behind. We succeed because of a shared commitment to a set of values that guide everything we do – for our customers, for our communities, and for each other. We are Accountable. We lean in with Courage. We stay Curious. We are Inclusive. We act with Integrity.

We offer a highly competitive medical, dental and vision plans as well offering a generous 401k match and all employees start accruing vacation and sick time from their very first day. We empower employee development through our tuition reimbursement plan, professional development plans, and employee-led communities.

The pay range for this position varies between $56,145.00 - $78,532.00. Washington Dental Service and its affiliates, including Arcora Foundation, Delta Dental of Washington, and TriForza, intends to offer the selected candidate a base pay within this range, dependent on job-related, non-discriminatory factors such as experience. Base pay will also be adjusted based on the candidate's geographic location.

Essential Responsibilities include the following: The list of responsibilities listed is not intended to be comprehensive. Washington Dental Service and its affiliates, including Arcora Foundation, Delta Dental of Washington, and TriForza reserve the right to change the responsibilities at any time with or without notice.

• Oversee daily work of team members, including QA coordinators for claims, calls, PSR, and Group Administration, ensuring alignment with audit processes, training needs, and system improvements to reduce risks and improve outcomes.
• Build, maintain, and administer QA programs to support operational success, individual development, and positive audit results.
• Monitor work quality, call volumes, claim inventory, and Performance Guarantee status to ensure timely service and adherence to quality objectives.
• Coach and mentor team members on performance, competencies, and development opportunities.
• Resolve customer concerns promptly and guide employees through sensitive or complex escalations.
• Coordinate and facilitate team meetings to communicate product, policy, procedure, and audit updates.
• Serve as a subject matter expert and resource for internal and external project teams.
• Partner with Operations Training to review performance and identify development opportunities.
• Maintain knowledge of systems, procedural documentation, contracts, regulations, and Delta Dental policies to ensure accuracy and compliance.
• Foster effective communication across teams strengthen collaboration and achieve goals.
• Champion DEI, drive team culture, and lead change management efforts to adapt to evolving business needs.

The experience, skills, and education needed to succeed in the position are outlined below. These requirements are representative of the knowledge, skills, and abilities required to successfully perform the essential functions of the role.

• Minimum one year of audit experience with strong knowledge of Dental on Demand, DDWA claims, call processes, and compliance controls.
• Proficient in reporting tools such as uServ, SSRS, SQL, and Tableau to analyze performance and identify trends.
• Solid understanding of performance guarantees and third-party audit requirements.
• Prior leadership experience is preferred.
• Highly detail-oriented with consistent follow-through and accountability.
• Excellent interpersonal, verbal, and written communication skills and the ability to optimally work with people from a diverse set of backgrounds

Washington Dental Service and its affiliates, including Arcora Foundation, Delta Dental of Washington, and TriForza are Equal Opportunity employers. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

We are committed to the highest standards of information security and HIPAA compliance, ensuring the confidentiality, integrity, and protection of all data. All staff are expected to support this commitment by following relevant policies.

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Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
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