Operations Supervisor (US Healthcare Account)

Referral Order Intake Supervisor

Customer Service is responsible for establishing, maintaining and enhancing customer business through contract administration, customer orders, and problem resolution.

Job Summary

The Referral Order Intake Supervisor assists the Manager in overseeing incoming documents to sort and process documents efficiently and accurately, and initial and on-going communication with doctors/providers to pursue valid prescription orders and/or medical records for order fulfillment. They provide direct supervision to a team of intake specialists, supporting their development and ensuring adherence to established procedures and standards.

Responsibilities

• Supervises and support a team of intake specialists.
• Provides training, coaching, and mentorship to team members to enhance their skills and performance.
• Fosters a collaborative and positive work environment conducive to achieving team goals.
• Assists in the development and implementation of standardized procedures for insurance verification.
• Oversees and participates in the verification of patient insurance coverage, ensuring accuracy and timeliness.
• Supports team members in resolving insurance-related inquiries and discrepancies.
• Assists in coordinating the authorization process for medical procedures and services requiring pre-authorization.
• Communicates with insurance companies to obtain authorizations and resolve authorization-related issues.
• Monitors authorization status and escalates issues as necessary to ensure timely approvals.
• Collaborates with billing and coding teams to address insurance-related claim rejections and denials.
• Assists in investigating and resolving discrepancies in insurance coverage and billing information.
• Provides guidance to team members on optimizing claim submission and reimbursement processes.
• Conducts regular training sessions and provides ongoing support to ensure team members are proficient in insurance verification procedures and software.
• Identifies training needs and opportunities for professional development among team members.
• Encourages continuous learning and skill enhancement within the team.
• Assists in ensuring compliance with HIPAA regulations and other relevant healthcare laws and regulations.
• Conducts periodic audits of insurance verification processes to ensure accuracy and compliance.
• Collaborates with the Insurance Verification Manager to implement improvements and address areas for enhancement.
• Embraces and exemplifies the Cardinal Health values: Invites Curiosity, Builds Partnerships, Inspires Commitment, Develops Self and Others.

Other Responsibilities

- May perform any additional responsibilities or special projects as required.

- May provide cross-functional support as business needs demand.

- Duties and responsibilities may be subject to change based upon the needs of the department.

Qualifications

External

(1) At least 2 years of college coursework or experience

(2) 2 years of Leadership experience

(3) Knowledge in Healthcare Operations or Revenue Cycle Components is required (Any of the following: Insurance Verification, Medical Documentation, Prior Authorization, or Revenue Cycle Management) is an advantage

(4) Experience in using Contact Center phone system such as NICE and/or Genesys is an advantage

Expected Competencies

- Professional, and effective communications skills; able to calmly present solutions in challenging situations.

· Proactive identification of challenges, and solution-oriented approach to problem solving.

· Service-orientation and aptitude to utilize proper listening skills.

· Effective analytical skills: able to use inductive and deductive reasoning to anticipate outcomes.

· Self-directed accountability and reliability

· Effective leadership, communication, and interpersonal skills, with the ability to influence and collaborate effectively with cross-functional teams.

· Able to manage and prioritize multiple tasks/projects, work autonomously, and meet deadlines.

· Able to work well in a team environment that promotes inclusiveness and communication among team members.

· Communication using both verbal and written English proficiency.

Cardinal Health supports an inclusive workplace that values diversity of thought, experience and background. We celebrate the power of our differences to create better solutions for our customers by ensuring employees can be their authentic selves each day. Cardinal Health is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state or local law.