Primary Functions:

The Operations Supervisor plays a critical role in ensuring the efficient and accurate coordination of patient access within the department. This position oversees the daily operations of scheduling staff, insurance authorization and billing efficiencies, ensuring that appointments are booked appropriately, insurance requirements are met, and patients experience smooth and timely entry into care.

By leading a team focused on front-end operational excellence, the supervisor helps maintain high standards of service, compliance, and communication. This role serves as a key liaison between clinical teams, administrative staff, and external payers - supporting both patient satisfaction and departmental performance through proactive problem-solving, workflow optimization, and staff development.

Essential Functions:

1. Lead and support a team of schedulers and authorization specialists, ensuring timely and accurate appointment scheduling, insurance verification, and medical record collection in alignment with departmental standards.
2. Monitor daily workflows and performance metrics, identifying and resolving barriers to efficiency, accuracy, and patient satisfaction.
3. Ensure compliance with all scheduling protocols, insurance requirements, and documentation standards, including the use of EMR systems and payer-specific guidelines.
4. Provide coaching, training, and performance feedback to team members, fostering a culture of accountability, continuous improvement, and exceptional customer service.
5. Serve as the primary point of escalation for complex scheduling, insurance, or patient access issues, collaborating with clinical and administrative teams to resolve concerns promptly.
6. Oversee the accuracy and timeliness of insurance eligibility checks, prior authorizations, and financial counseling referrals, ensuring patients are informed and prepared for their visits.
7. Review and manage work queues, reports, and staff messages, ensuring appropriate follow-up, documentation, and communication across departments.
8. Support operational readiness for clinic changes, including cancelled clinics, urgent appointment needs, and updates to scheduling or insurance policies.
9. Collaborate with leadership to identify process improvements, implement best practices, and support departmental initiatives and strategic goals.

Requirements:

Associate degree required. Bachelor's degree preferred

Administrative experience required

More than 5 years of job-related experience.

Previous insurance and billing experience is required

Experience in a management role preferred