Diagnostic Services Supervisor

Overview We're Hiring: Diagnostic Services Supervisor (All applicants must currently reside in Dallas/Fort Worth area) Location: Behavioral Innovations | Current office in Addison, TX (Relocating to West Plano - Park/Tollway - July 2026) Role Type: Hybrid - First 90 days in office 5 days a week, with transition to hybrid schedule based on performance (3 Office - 2 WFH) Position details: Full-Time | Monday-Friday 8:00 AM - 5:00 PM Reports to: Director of Diagnostic Services Why Join Behavioral Innovations Compensation: Base salary Comprehensive Benefits: Medical, Dental, Vision, and Supplemental Insurance. Work-life Balance: 15 days PTO, plus 7 Paid Holidays. Wellbeing & EAP Programs: Tools and programs to support physical, mental, and emotional wellness. Career Growth: Be part of an expanding organization that will double in size within 18 months Family-Centric Culture: Recognized for clinical excellence, integrity, and innovation. Mission-Driven Work: Transform the lives of children with autism to reach their full potential. Values-Driven Organization: Caring, accountability, collaboration, and family-focused care. Recognized Industry Leader: Named Company of the Year in 2022, reflecting our continued growth and impact in the ABA field. National Recognition: Proudly ranked on the Inc. 5000 list as one of America's Fastest Growing Private Companies - for 3 consecutive years! Your Role and What You'll Do We are seeking a highly organized, analytical, and proactive Diagnostic Services Supervisor to support the operational success of our Diagnostic Services Program. This role serves as a key partner to the Director of Diagnostic Services and provides administrative, operational, reporting, and workflow support across the program. The ideal candidate thrives in a fast-paced healthcare environment, is highly detail-oriented, and can effectively manage multiple priorities while supporting operational efficiency, clinical readiness, and revenue cycle activities. This individual will play an important role in identifying trends, monitoring performance metrics, supporting workflow improvements, and helping ensure a positive patient and provider experience. The Diagnostic Services Supervisor oversees diagnostic service operations, patient coordination workflows, and provider expectations to support timely access to high-quality, family-centered care. This role provides oversight and support to Patient Coordinators, ensuring consistent processes for family communication, scheduling, documentation, service transitions, and overall patient experience from referral through diagnosis and transition into ABA services. The Diagnostic Services Supervisor monitors operational performance, identifies opportunities to improve efficiency and access, supports resource and capacity management, and partners with clinical, intake, and cross-functional teams to resolve barriers and enhance service delivery. This role ensures alignment with program goals, supports process improvement initiatives, and promotes consistent execution of operational standards across diagnostic services. Outcomes Improve access to diagnostic services by optimizing referral workflows, reducing barriers to care, and ensuring families progress efficiently from referral through diagnosis and transition into services. Enhance family experience and engagement by ensuring consistent communication, timely support, clear education on the diagnostic and ABA process, and effective resolution of family concerns or escalations. Improve operational efficiency and workflow consistency by monitoring key performance indicators, identifying process gaps, and implementing improvements that support timely scheduling, documentation completion, and service delivery. Strengthen Patient Coordinator performance and accountability by providing oversight, guidance, training support, and ensuring consistent adherence to workflows, service expectations, and quality standards. Optimize provider capacity and program performance by monitoring schedules, utilization, diagnostic rates, conversions, and operational trends to support program growth and resource alignment. Responsibilities Oversee Patient Coordinator workflows and assigned caseloads to ensure consistent support for families throughout the diagnostic journey, from referral through diagnosis and transition into ABA services, if applicable Serve as a primary point of contact for families by providing education on the diagnostic and ABA processes, answering questions, coordinating next steps, and ensuring a supportive patient experience Manage family escalations and complex service concerns by assessing needs, coordinating resolution with appropriate teams, and ensuring timely follow-up and communication Monitor barriers impacting access to care, scheduling, service initiation, and family transitions, partnering with internal teams to improve processes and reduce delays Oversee scheduling workflows and provider capacity by monitoring utilization, clinic availability, cancellations, rescheduling, new starts, and other operational trends to optimize service delivery Monitor key program performance indicators, including complete assessments, ABA starts, conversion rates, diagnostic rates, and market/program performance to support operational goals Review Salesforce reports, EMR data, and operational dashboards to monitor task completion, workflow adherence, documentation accuracy, and overall operational performance Conduct chart reviews and audits to ensure demographic information, required documentation, and records are complete, accurate, and maintained in accordance with organizational standards and HIPAA requirements Identify workflow gaps, recurring operational challenges, and opportunities for improvement while supporting implementation of new processes, tools, and best practices Support diagnostic operations through management of assessment-related resources, including Q-Global transfers, ADOS inventory, clinical supplies, and other operational needs Serve as a liaison between Intake, Clinical, ABA, and external partners to strengthen communication, improve handoffs, and resolve issues impacting families or clinic operations Partner with internal stakeholders and external teams to review referral trends, service availability, capacity, and growth opportunities to support program goals Perform additional responsibilities and support emerging operational needs as assigned, including special projects, process improvements, and program initiatives that align with departmental priorities and support the continued success of diagnostic services. Supports and provides oversight for Revenue Cycle Management (RCM) claims audits, ensuring claims are accurately processed, compliant with payer requirements, and aligned with organizational standards. Supports the end-to-end claims submission and follow-up process, monitoring timely submissions, claim status, denials, and outstanding balances while driving resolution of issues that may impact reimbursement. Monitors copay collections and related revenue cycle activities, identifying trends, addressing collection barriers, and ensuring processes support accurate and timely patient payments. Partners with leadership to support opportunities for process improvement, strengthen revenue cycle performance, and minimize claim delays, denials, and revenue leakage. Requirements Bachelor's degree in healthcare administration, business administration, psychology, human services, or a related field or equivalent relevant work experience in healthcare operations, patient coordination, or behavioral health services. Minimum of 2-3 years of experience in healthcare, behavioral health, autism services, or a related clinical service environment. Experience supporting families through healthcare processes, care coordination, scheduling, referrals, or service transitions. Experience overseeing workflows, monitoring performance metrics, and identifying opportunities to improve operational efficiency. Experience managing escalations and resolving patient or service-related concerns with professionalism and timely follow-up. Experience supporting or supervising team members, providing workflow guidance, and ensuring adherence to established processes. Strong understanding of patient privacy requirements, including HIPAA compliance and appropriate handling of protected health information. Proficiency with electronic medical records (EMR), Salesforce, scheduling systems, and/or other healthcare information systems. Strong organizational skills with the ability to manage multiple priorities, monitor deadlines, and support a fast-paced clinical environment. Excellent communication and collaboration skills with the ability to partner effectively with clinical teams, families, providers, and cross-functional departments. Physical Demands/Work Environment This is a high growth, fast paced organization, and the work environment characteristics described here are representative of those employee encounters while performing the essential functions of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. Mental acuity to collect and interpret data, evaluate, reason, define problems, establish facts, draw valid conclusions, make valid judgements and decisions. You must be able to receive detailed information through verbal and written communication. Must be able to communicate, convey, and exchange information through verbal and written communication. Seeing near and far distances and distinguishing colors. Noise level is low to moderate. Physical Demands Light physical activity performing non-strenuous daily activities of an administrative nature (sitting, standing, walking) Operates a computer and other office equipment such as copy machine and printer Repetitive motions of the wrists, hands, and/or fingers Ability to lift up to 25 Ibs Travel Must be able to occasionally stand, walk, stoop, kneel, crouch, crawl, reach with hands and arms. Regularly sit, talk, see close, frequently perform fine motor tasks, cope with noise levels most times moderate, but will occasionally get loud, occasionally lift or move up to 50 pounds. Please Note: BI can add to or remove duties as often as needed. I have read, understood and will commit to the above-mentioned job responsibilities and expectations. About Us Since 2000, Behavioral Innovations (BI) has been a leading provider committed to transforming lives by providing compassionate, center-based Applied Behavioral Analysis (ABA) therapy for children with autism ages 18 months to 10 years. With more than 100+ locations across six states (TX, OK, CO, VA, MD, NC) - and more to come - we're continuing to expand rapidly. Join our dynamic team and make a meaningful difference in the lives of the families we serve. #J-18808-Ljbffr Behavioral Innovations (BI)