Pre-Arrival Supervisor - Pre-Arrival - Full Time 8 Hour Days (Exempt) (Non-Union)

This position supervises daily teams of staff to ensure all aspects of financial clearance—contract status, patient demographics, insurance verification, authorization and coverage for services, pre‑estimation of patient liability, pre‑service patient contact and collections—are consistently and accurately performed to support a defect‑free account. The supervisor monitors volumes, staff productivity, and quality; anticipates necessary shifts to support the team and outcomes. They oversee staff time and attendance within department standards, provide cohesion, direction, and education/training, and establish workflow processes that accelerate financial clearance and streamline system operations. Responsibilities Operational Accountabilities Oversee the accuracy of data entry of demographic and insurance information obtained by staff for patient registration. Investigate errors, develop processes, and/or lead changes in the workflow process and implement solutions to encountered problems. Monitor accuracy of scheduling functions and provider templates, making recommendations on template changes to best utilize provider time while ensuring patient satisfaction. Manage assigned team processes and workflow to ensure financial clearance of assigned accounts that minimize patient disruption of services. Enforce established policies and procedures, including work rules, safety procedures, confidentiality standards, JCAHO standards and CMS standards. Oversee work queues and reports to ensure accurate and timely registration, scheduling and claims submission. Maintain a solid understanding and knowledge of payer requirements, registration and scheduling workflows, and referral requirements so staff follows established procedures to maximize reimbursement. Track common issues and provide training to staff to prevent issues from reoccurring. Gather and analyze departmental and program‑specific productivity and quality of service statistics. Work collaboratively with health counterparts, Patient Financial Services, and other departments on issues relating to patient registration, scheduling, patient flow, insurance verification, referrals and reimbursement issues. Represent the department in meetings and on committees relating to these issues. Represent the team in meetings with clinical areas to drive performance and outcomes. Serve as the knowledge expert and information source for staff, keeping abreast of insurance, referral, and billing requirements. Request system enhancements as needed to facilitate accurate registration and scheduling. Serve as an escalation point for patient issues and questions, assist staff with complex and disgruntled patient situations requiring intervention from a higher authority, and interface with leadership as needed. Step in to assist with backlog as needed to model excellence in service. Participate in process improvement teams as assigned and assist with application implementation, upgrades, enhancements, and usability testing. Assist with strategic planning to address volume growth, changes, gaps in coverage, underperformance, lapse in turnaround times and other financial barriers that impede prompt service. Provide information for budget preparation. Reports Accountabilities Meet and exceed all productivity and quality outcomes. Monitor and track team performance to identify gaps in coverage and implement resolutions to resolve shortfalls. Effectively use data to evaluate and analyze real‑time production in order to drive process improvement and advance outcomes. HR / Supervisory Accountabilities Maintain knowledge of policies and procedures. Provide direction to staff requiring assistance, guide staff in organizing daily tasks and resolving challenging financial clearance scenarios. Develop staffing calendars and assure staffing needs are met, implementing alternative staffing patterns as needed while considering budgetary constraints and performance requirements and restrictions. Participate and assist in the interview and hiring process to maintain adequate staffing in the department. Provide training and educational resources to the financial team—exemplifying mastery of insurance verification and authorization submission. Review and process time cards accurately and in a timely manner, maintaining accurate employee attendance files. Encourage and commend staff for excellent performance. Provide timely performance improvement feedback and coaching, discipline staff when warranted, conduct performance reviews, and facilitate team meetings to apprise staff of changes and address broader program initiatives. Respond to employee questions/concerns on an individual basis as needed. Self‑direct activities and demonstrate problem‑solving and escalation skills. Participate in on‑call rotation for off‑hours staffing issues, escalations, and staff questions. Develop, recommend and implement policies and procedures for the department, monitor adherence, and update policy manuals as required. Perform other duties as assigned. Qualifications High school diploma or equivalent transcript required. At least 3 years experience in insurance verification, authorization, and/or revenue cycle management. Demonstrated advanced knowledge and experience in financial clearance. Excellent verbal and written skills and advanced knowledge of hospital systems as they relate to financial clearance and insurance. High content knowledge of medical terminology. Proven problem‑solving ability and capacity to provide effective resolution. Strong analytical skills to evaluate and analyze data, using it to drive process improvement and impact positive change. Leadership skills and ability to provide education and support to staff. In‑depth knowledge and experience of transplant finance, insurance & health plans/medical groups, transplant authorizations and the financial clearance process. Excellent communication skills and high command of hospital and transplant IT systems. Knowledge of the transplant process and patient demographics is essential. Preferred Qualifications Associate's degree or bachelor's degree in a related field. Bilingual fluency (strongly preferred). Bilingual certified department translator (strongly preferred). Licenses & Certifications Fire Life Safety Training (Los Angeles City); if no card upon hire, one must be obtained within 30 days of hire and renewed before expiration date. Salary The annual base salary range for this position is $68,640.00 – $112,370.00. Equal Opportunity Employment USC is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other characteristic protected by law or USC policy. USC observes affirmative action obligations consistent with state and federal law. USC will consider applicants with criminal records in a manner consistent with applicable laws and the Los Angeles County Fair Chance Ordinance for employers and the Fair Chance Initiative for Hiring Ordinance, while prioritizing patient and student safety. USC provides reasonable accommodations to applicants and employees with disabilities. Applicants with questions about access or requiring a reasonable accommodation should contact USC Human Resources. #J-18808-Ljbffr University of Southern California