Supervisor, Insurance Verification- Authorization​/Intake

Customer Service is responsible for establishing, maintaining and enhancing customer business through contract administration, customer orders, and problem resolution.

Customer Service Operations is responsible for providing outsourced services to customers relating to medical billing, medical reimbursement, and/or other services by acting as a liaison in problem-solving, research and problem/dispute resolution.

The Supervisor of Insurance Verification, Authorization & Intake leads the teams responsible for the front-end functions that determine whether a patient's durable medical equipment (DME) order can be processed, billed, and delivered without delay. This role oversees insurance eligibility verification, prior authorization submission and tracking, and new patient and document intake, ensuring accurate, timely, and compliant handling of every order from the moment a referral is received.

The Supervisor builds and coaches a high-performing team, partners closely with sales, billing, and referral-source contacts, and drives the metrics that keep orders moving turnaround time, authorization approval rate, and clean claim rate.

• Hire, train, coach, and manage performance for insurance verification, authorization, and intake staff
• Set individual and team productivity and quality goals; monitor adherence through regular reporting
• Conduct one-on-ones, team meetings, and performance reviews; manage disciplinary actions as needed
• Oversee staffing levels, scheduling, and workload distribution to meet referral and order volume

• Ensure timely, accurate verification of patient insurance eligibility and benefits for DME orders
• Oversee resolution of coverage discrepancies and coordination of benefits across primary, secondary, and tertiary payers
• Monitor verification turnaround times and hold the team accountable to service-level targets

• Oversee submission, tracking, and follow-up of prior authorization requests to Medicare, Medicaid, and commercial payers
• Ensure supporting documentation is complete before submission
• Manage the appeals process for denied authorizations and track denial trends by payer and reason code
• Maintain current knowledge of payer-specific authorization requirements and update team job aids accordingly

• Oversee intake of new referrals and documents ensuring complete and accurate patient and order data entry
• Ensure timely entry of data whether manual or automated input
• Assist in development and maintenance of technology platforms utilized
• Monitor referral-to-order entry cycle time and identify and resolve bottlenecks in the intake workflow

• Ensure compliance with HIPAA, CMS, payer, and accreditation requirements
• Maintain audit-ready documentation and lead internal quality audits of verification, authorization, and intake files
• Implement and monitor quality assurance processes and corrective action plans

• Partner with billing/collections, sales, and customer service teams to resolve order and account issues
• Report key performance indicators (turnaround time, authorization approval rate, denial rate, clean claim rate) to leadership
• Identify and implement process improvements and supporting technology

• 4-8 years of experience in healthcare, preferred
• Bachelor’s degree in related field, or equivalent work experience, preferred
• Prior Leadership, project management, or supervisory experience
• DME/HME industry experience strongly preferred
• Working knowledge of Medicare, Medicaid and commercial payer…