What Customer Service Operations contributes to Cardinal Health
Customer Service is responsible for establishing, maintaining and enhancing customer business through contract administration, customer orders, and problem resolution.
Customer Service Operations provides outsourced services relating to medical billing, medical reimbursement, and/or other services by acting as a liaison in problem-solving, research and dispute resolution.
Job Summary
The Insurance Verification Supervisor assists the Insurance Verification Manager in overseeing the insurance verification process, ensuring efficient and accurate verification of patient insurance coverage and authorizations. They provide direct supervision to a team of insurance verification specialists, supporting their development and ensuring adherence to established procedures and standards.
Responsibilities
- Supervise and support a team of insurance verification specialists.
- Provide training, coaching, and mentorship to enhance skills and performance.
- Foster a collaborative and positive work environment.
- Develop and implement standardized procedures for insurance verification.
- Verify patient insurance coverage accurately and timely.
- Support resolution of insurance-related inquiries and discrepancies.
- Coordinate authorization process for medical procedures requiring pre-authorization.
- Communicate with insurance companies to obtain authorizations and resolve issues.
- Monitor authorization status and escalate issues as needed.
- Collaborate with billing and coding teams on claim denials and rejections.
- Investigate and resolve discrepancies in insurance coverage and billing information.
- Guide team on optimizing claim submission and reimbursement.
- Conduct regular training and ongoing support for proficiency in procedures and software.
- Identify training needs and professional development opportunities.
- Encourage continuous learning and skill enhancement.
- Ensure compliance with HIPAA and other healthcare regulations.
- Conduct audits to ensure accuracy and compliance in verification processes.
- Collaborate with manager to implement improvements.
- Embody Cardinal Health values: Invites Curiosity, Builds Partnerships, Inspires Commitment, Develops Self and Others.
Other Responsibilities
- Perform additional responsibilities or special projects as required.
- Provide cross-functional support as needed.
- Duties may change based on department needs.
Qualifications
- Internal: No disciplinary actions past 12 months, minimum 1 year in current role, knowledge in Healthcare Operations specifically Insurance Verification.
- External: At least 2 years college coursework or experience, 2 years leadership experience, knowledge in Healthcare Operations specifically Insurance Verification, contact center phone system experience (NICE and/or Genesys) is an advantage.
Expected Competencies
- Professional and effective communication skills.
- Proactive and solution-oriented problem solving.
- Service-oriented with strong listening skills.
- Analytical skills with inductive and deductive reasoning.
- Self-directed accountability and reliability.
- Effective leadership and interpersonal skills for collaboration.
- Ability to manage multiple tasks, work autonomously, meet deadlines.
- Teamwork promoting inclusiveness and communication.
- Proficient verbal and written English communication.
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 valuing diversity.
