Insurance Verification and Authorization Supervisor

Key responsibilities

• Supervise day-to-day operations of the Account Specialist team, including insurance verification, benefits review, package registration, referral requirements, authorization support, and patient financial responsibility workflows.
• Monitor work queues, productivity, quality, turnaround times, and service levels to ensure timely completion of insurance verification and account review activities.
• Serve as a subject matter expert for complex payer requirements, real-time eligibility tools, payer portals, referrals, benefit interpretation, network status, provider participation, and documentation standards.
• Review and validate team documentation to ensure insurance coverage, detailed benefits, referrals, authorizations, and patient financial responsibility estimates are accurately recorded in the patient account.
• Provide coaching, feedback, training, and ongoing development to Account Specialists to support accuracy, productivity, customer service, and policy adherence.
• Manage escalated patient, provider, payer, and internal team inquiries related to insurance benefits, referrals, authorizations, package registration, and account discrepancies.
• Partner with front office, clinical teams, Contact Center, Revenue Cycle, and leadership to resolve workflow barriers, reduce registration errors, improve financial clearance, and support continuity of care.
• Prepare, review, and communicate productivity, quality, staffing, and operational performance updates as requested by leadership.
• Support staffing coordination, PTO planning, coverage needs, and workload balancing to maintain consistent team performance and service delivery.
• Identify opportunities for process improvement and assist with developing standard work, resources, and quality assurance practices.

About you

• Bachelor's degree in healthcare administration, business, or related field preferred.
• Minimum of 3-5 of experience in patient access, insurance verification, benefits, referrals, authorizations, revenue cycle, physician office, or hospital environment required.
• One or more years of lead, supervisory, training, quality review, or workflow coordination experience preferred.
• Orthopedic experience strongly preferred.
• Strong knowledge of insurance verification, benefit interpretation, prior authorization, referral processes, payer requirements, and patient financial responsibility workflows.
• Familiarity with CPT, ICD-10, medical terminology, clinical documentation, and payer medical necessity guidelines.
• Proficient with EHR systems, eligibility tools, pre-certification platforms, payer portals, Microsoft Office, and reporting tools.
• Leadership and team development skills with ability to coach team members, resolve escalations, monitor performance, and support process improvement.
• Excellent communication, organization, analytical, problem-solving, and time-management skills.
• Demonstrated conflict management, escalation resolution, and change-management skills.