Pre-Arrival Supervisor

JOB SUMMARY

The Pre Arrival Supervisor oversees the daily operations of a high-volume pre-arrival call center supporting outpatient services. This role is responsible for managing scheduling, insurance verification, patient financial estimates, and prior authorization processes to ensure timely, accurate, and patient-focused access to care. Reporting to the Patient Access Director, the Supervisor promotes operational efficiency, staff accountability, regulatory compliance, and a high-quality patient experience across all pre-service functions. Supervision & Leadership Directly supervises pre-arrival staff, including scheduling, insurance verification, prior authorization, and patient estimate teams. Provides ongoing coaching, mentoring, and performance management to ensure staff meet productivity, quality, and service expectations. Conducts routine staff meetings, performance evaluations, and training sessions. Supports recruitment, onboarding, and retention efforts in collaboration with the Patient Access Director. Serves as an escalation resource for complex patient, payer, or workflow-related issues. Call Center Operations Manages day-to-day operations of a high-volume inbound and outbound call center. Ensures appropriate staffing levels, schedule adherence, and adequate call coverage. Monitors call quality, adherence to scripting, and customer service standards. Reviews call metrics and operational data to identify trends and drive process improvements. Scheduling & Pre-Service Activities Ensures timely and accurate scheduling of outpatient services across multiple service lines. Oversees insurance verification and authorization processes to reduce denials and delays. Ensures accurate preparation and communication of patient financial estimates in compliance with federal and state price transparency regulations. Collaborates with clinical departments, financial counseling, and revenue cycle teams to resolve pre-service issues. Prior Authorizations & Payer Coordination Oversees prior authorization workflows to ensure compliance with payer requirements and turnaround times. Coordinates with payers, physician offices, and clinical staff to obtain necessary documentation. Monitors authorization outcomes and identifies opportunities to reduce denials and rework. Quality, Compliance & Continuous Improvement Ensures adherence to hospital policies, HIPAA regulations, payer requirements, and patient access best practices. Develops and maintains standard operating procedures for pre-arrival functions. Participates in process improvement initiatives to enhance patient experience, access to care, and revenue integrity. Provides regular operational and performance reports.