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 related to medical billing, medical reimbursement, and liaison roles in problem-solving and dispute resolution.
Job Summary
The Insurance Verification Supervisor assists the Insurance Verification Manager in overseeing the insurance verification process, supporting a team of specialists, ensuring adherence to standards and procedures, and maintaining efficiency and accuracy in verifying patient insurance coverage and authorizations.
Responsibilities
- Supervise and support insurance verification specialists.
- Provide training, coaching, and mentorship to enhance team skills.
- Promote a positive, collaborative work environment.
- Develop and implement standardized insurance verification procedures.
- Verify patient insurance coverage accurately and timely.
- Resolve insurance-related inquiries and discrepancies.
- Coordinate authorization process for medical procedures requiring pre-authorization.
- Communicate with insurance companies to obtain and resolve authorizations.
- Monitor authorization status and escalate issues as needed.
- Collaborate with billing and coding teams to address claim rejections and denials.
- Investigate and resolve discrepancies in insurance coverage and billing information.
- Guide team on optimizing claim submissions and reimbursement processes.
- Conduct regular training sessions to ensure proficiency.
- Identify training needs and promote professional development.
- Ensure compliance with HIPAA and other healthcare regulations.
- Perform periodic audits of insurance verification processes.
- Collaborate to implement process improvements.
- Embody Cardinal Health values: Invites Curiosity, Builds Partnerships, Inspires Commitment, Develops Self and Others.
- May undertake additional responsibilities and cross-functional support as required.
Qualifications
Internal Candidates: No disciplinary actions in past 12 months; minimum 1 year tenure in current role; knowledge in healthcare operations specific to insurance verification required.
External Candidates: At least 2 years of college coursework or experience; 2 years leadership experience; knowledge in healthcare operations specific to insurance verification required; experience with contact center systems like NICE or Genesys is an advantage.
Expected Competencies
- Professional, calm, and effective communication skills.
- Proactive and solution-oriented problem solving.
- Service orientation and listening aptitude.
- Strong analytical skills with predictive reasoning.
- Self-directed accountability and reliability.
- Effective leadership and ability to collaborate cross-functionally.
- Ability to prioritize multiple tasks and meet deadlines.
- Teamwork that promotes inclusiveness and communication.
- Proficiency in verbal and written English communication.
Cardinal Health promotes inclusion and equal opportunity employment, encouraging applicants from diverse and underrepresented backgrounds.
