Operations Supervisor (RCM Front-end)

POSITION SUMMARY

The Operations Supervisor is responsible for overseeing the operations of the team, ensuring compliance with payer guidelines, and managing staff. This role focuses on optimizing workflows, training team members, and ensuring the department meets performance standards.

ESSENTIAL FUNCTIONS

· Supervises and supports the team members and specialists.

· Develops and implements departmental policies and procedures to ensure operational efficiency.

· Oversees staff performance, conducting regular performance reviews and providing feedback.

· Ensures compliance with payer guidelines and regulatory requirements.

· Collaborates with other departments, such as billing and clinical services, to address issues and optimize workflows.

· Handles escalated issues, appeals, and disputes related to Revenue Cycle Management.

· Monitors and audits team performance and ensures that accounts are processed in a timely manner.

· Trains and onboards new team members assuring they have all resources needed to be successful in their roles.

· Manages escalated issues and work with payers and providers to resolve complex cases.

· Ensures team compliance with internal policies and payer regulations.

· Leads process improvement efforts to enhance process workflows.

· Serves as a point of contact for escalated issues.

· Assists in reviewing insurance policies to ensure compliance with payer requirements.

· Coordinates with healthcare providers and insurance companies to resolve discrepancies.

· Ensures timely submission and follow-up on requests.

· Maintains accurate records and documentation of all authorization activities.

· Complies with HIPAA rules, appropriately safeguarding PHI or other private & confidential information.

· Maintains accurate and detailed notes in the company system.

· Adapts quickly to frequent process changes and improvements.

· Is reliable, engaged, and provides feedback to improve processes and policies.

· Attends all department, team, and weekly company meetings as required.

· Meets company quality standards.

· Embraces and exemplifies Cardinal Health core values:

Invites Curiosity, Builds Partnerships, Inspires Commitment, Develops Self and Others

OTHER RESPONSIBILITIES

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

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

Qualifications:

INTERNAL

• ​Minimum 1-year tenure with CHIP, required

• Customer Service Management experience, preferred

• No failing scorecard for the past 3 months
  No DA received for the past 12 months

• Bachelor’s degree in a related field or equivalent work experience, preferred

• Demonstrated experience leading teams in a high‑volume, fast‑paced customer service or healthcare operations environment

• Strong analytical, communication, and stakeholder‑management skills

EXTERNAL

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

(2) Knowledge in Healthcare Operations (Revenue Cycle Management front-end such as: Insurance Verification, Medical Documentation, and Prior Authorization) is preferred

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

(4) No Failing Scorecard for the past 6 months

(5) No active Disciplinary Actions

Candidates who are back-to-work, people with disabilities, without a college degree, and Veterans are encouraged to apply.

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.