Patient Services Supervisor

Job Description

Job Description

Position Summary: The Supervisor of Clinic Authorizations and Specialty Injections plays a critical leadership role within a medical provider practice, overseeing a team responsible for managing referrals and prior authorizations for clinical services and specialty medication injections. This position ensures the efficient daily operations of the authorization process by assigning work, monitoring turnaround times, and maintaining staff attendance and productivity standards. 

The Supervisor is also responsible for resolving workflow issues, addressing staff concerns, and implementing process improvements to enhance service quality and operational efficiency. Ensuring compliance with payer guidelines and internal protocols is essential. The role requires regular performance monitoring and coaching to support team development and maintain exceptional patient and provider satisfaction. 

Qualifications:  

• High school diploma or equivalent required. 
• Previous experience in healthcare referral and prior authorization processes preferred. 
• Working knowledge of ICD-10 and CPT coding standards. 
• Proficient in Microsoft Office applications (Word, Excel, Outlook, etc.). 
• Familiarity with Electronic Health Record (EHR) systems and related workflows. 
• Demonstrated ability to work independently with minimal supervision. 
• Strong interpersonal and customer service skills, with a focus on patient and provider satisfaction. 
• Excellent verbal and written communication skills. 
• Effective conflict resolution abilities, with the capacity to manage sensitive situations professionally and tactfully. 

Key Responsibilities:  

Team Leadership & Operations Oversight  

• Supervise daily functions of the Clinic Authorizations and Specialty Medication Services teams, ensuring efficient and accurate execution of duties. 

• Set clear performance expectations and provide consistent oversight and guidance. 

Performance Management  

• Monitor team and individual performance, ensuring adherence to turnaround time (TAT) standards. 

• Generate TAT reports and escalate performance issues to the Patient Services Manager as needed. 

• Implement corrective actions and performance improvement plans as appropriate. 

Workflow and Issue Resolution  

• Identify and address workflow challenges and processing errors in real time. 

• Communicate persistent or significant issues to management and work collaboratively on solutions. 

Compliance and Policy Enforcement  

• Ensure staff adherence to all internal policies and external payer requirements. 

• Provide initial and ongoing training to maintain compliance and quality standards. 

• Administer disciplinary measures when necessary, in accordance with organizational policies. 

Training and Staff Development  

• Lead training for new employees and support ongoing education for existing team members. 

• Facilitate departmental meetings to communicate updates, address concerns, and reinforce best practices. 

Employee Performance Reviews  

• Conduct timely performance evaluations, offering constructive feedback and coaching to support professional growth and departmental success. 

Resource and Workflow Management  

• Oversee departmental tools and resources, including maintaining the SharePoint site and ensuring availability of necessary equipment and supplies. 

• Continuously evaluate and improve workflows for operational efficiency. 

Time and Attendance Oversight  

• Review and approve employee timesheets, monitor attendance, and manage PTO requests to ensure adequate staffing at all times. 

Workload Allocation and Coverage Planning  

• Adjust team workloads based on volume and staffing levels to maintain service levels and coverage during absences or high-demand periods. 

Reporting and Communication  

• Provide regular performance updates and departmental reports to management. 

• Maintain open lines of communication with leadership to advocate for departmental needs and improvements. 

Team Culture and Environment  

• Promote a positive, supportive, and professional work environment. 

• Encourage collaboration, open communication, and a proactive approach to challenges. 

Other Duties  

• Perform additional responsibilities as assigned to support the efficient operation of the department and overall organization. 

 

Orthopaedic Solutions Management is a Drug Free Workplace

We are committed to maintaining a safe, healthy, and productive work environment. As part of this commitment, we operate as a drug-free workplace. All candidates will be required to undergo pre-employment drug screening and/or be subject to random drug testing in accordance with applicable laws and company policy.