Pre-Arrival Supervisor (SC, Beaufort)

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.