Care Team Specialist Supervisor

Location: Fort Wayne Medical Oncology and Hematology

Pay

$23.85 - $41.96 per hour

About the Role

Provides direct supervision and leadership for the Care Team Specialist department while maintaining hands-on responsibility for patient intake, scheduling, patient office visits, medical records management, and financial transactions. Maintains efficient workflow in the office as well as providing support to the providers in all facets of excellent patient care. Ensures optimal patient experience, operational efficiency, and compliance with organizational policies and regulatory requirements across all front office and clinical exam expectations and responsibilities.

Responsibilities

• Advanced Patient Services & Customer Experience
  • Greets patients and caregivers professionally to create a welcoming, supportive environment.
  • Ensures accurate check-in of patients according to clinic policy, including verification of identity, and documentation of arrival status and location in the EMR.
  • Verifies, updates, and maintains accurate patient demographic information.
  • Ensures collection, documentation, and posting of patient payments and co-payments; issues receipts and notifies Clinical Financial Manager when payment cannot be made at time of service.
  • Ensures completion of required patient forms and medical history documentation.
  • Responds promptly and courteously to inbound calls; routes calls and documents messages accurately within the EMR.
  • Ensures patient care visits with providers adhere to all clinical policies, procedures, and safety standards.
  • Handles patient service issues, complaints, and complex situations requiring advanced problem-solving and diplomacy.
• Scheduling, Medical Records & Documentation Management
  • Schedules and manages patient appointments including new patients, follow-ups, treatments, referrals, outside testing, and hospital admissions per physician orders.
  • Maintains provider schedules in alignment with preferences, capacity limits, and clinic policies; proactively resolves scheduling conflicts.
  • Coordinates provider requests related to schedule changes, meetings, vacations, conferences, and drug representative visits.
  • Creates, maintains, and updates patient charts in the EMR and billing systems for new, follow-up, and hospital consult patients.
  • Assembles and verifies new patient and hospital follow-up records; obtains missing documentation from referring providers, facilities, or labs.
  • Processes, files, and distributes faxes, mail, courier deliveries, and electronic documents accurately and timely.
  • Responds to medical record requests from patients, providers, and authorized third parties in accordance with policy and HIPAA requirements.
• Financial Operations & Quality Oversight
  • Collects and posts all forms of patient payments accurately; logs transactions in required systems and reports.
  • Notifies Financial Counselors of insurance changes, STAT scheduling needs, or hospital admissions impacting billing or collections.
  • Distributes reports, schedules, and documentation to appropriate departments, including Electronic Data Interfaces (EDIs) and Business Office, per protocol.
  • Audits work carried out by Care Team Specialists to ensure accuracy and compliance with established procedures.
  • Monitors team productivity metrics, MIPS and VBC measures, as well as customer service performance.
  • Identifies process improvement opportunities related to patient flow, documentation, or financial transactions and works with Practice Manager regarding implementation.
• Supervisory Responsibilities & Team Development
  • Directly supervises daily activities and performance of Care Team Specialist team members, including audits of all workflow processes.
  • Ensures training in all aspects of staff responsibilities, including reports, IT platforms, value-based care, Standards of Practice (SOPs), and Job Breakdown Instructions (JBIs).
  • Conducts hiring interviews, selection, and onboarding of new Care Team staff in collaboration with the Practice Manager.
  • Provides ongoing coaching, mentoring, and performance feedback to promote skill development and career growth.
  • Conducts timely and concise performance evaluations per company expectations.
  • Works closely with Practice Manager to identify and address performance issues, counsel employees, and implement corrective actions.
  • Creates and manages staff schedules ensuring adequate coverage across all Care Team locations and clinic hours.
  • Manages time-off requests while maintaining operational continuity and staffing requirements.
  • Coordinates workflow distribution and task assignments to ensure balanced workloads and efficient operations.
  • Leads regular team meetings to communicate updates, address concerns, and foster collaborative problem-solving.
• Compliance, Operations Management & Leadership
  • Complies with all federal, state, and local regulations related to patient care, privacy, billing, safety, and records retention.
  • Adheres to and enforces all policies, procedures, IT standards, and disaster recovery requirements across the team.
  • Maintains EMR, fax servers, and document management systems with attention to accuracy, completeness, and proper categorization.
  • Monitors team adherence to compliance standards, quality protocols, and customer service expectations.
  • Performs duties across all Care Team Specialists responsibilities to maintain proficiency and provide coverage as needed.
  • Serves as point of contact for staff questions, system issues, or operational problems requiring supervisory intervention.
  • Maintains organized workspaces, safeguards equipment, and ensures confidentiality of patient and employee information.
  • Reports operational issues, staffing concerns, and resource needs to Practice Manager in a timely manner.
  • Supports multi-site operations and works at alternate business locations as department needs require.
  • Performs other duties and projects as assigned.

Requirements

• Education
  • High School Diploma or equivalent required.
  • Associate's Degree in Healthcare Administration, Business, or related field preferred.
• Experience
  • Minimum 2-3 years of experience as a Care Team Specialist or equivalent healthcare role required.
  • Minimum 2-3 years of supervisory, lead, or team coordination experience required.
  • Demonstrated expertise in all Care Team Specialist functions including check-in, check-out, scheduling, patient care responsibilities during office visit, medical records management, and patient financial transactions.
  • Experience in oncology or specialty physician practice setting preferred.
• Skills
  • Knowledge of EMR systems, practice management software, and billing systems.
  • Advanced proficiency in MS Office Suite (Word, Excel, Outlook).
  • Exceptional customer service and interpersonal communication skills.
  • Strong leadership and people management capabilities with ability to motivate and develop team members.
  • Excellent organizational and multitasking abilities with keen attention to detail.
  • Advanced problem-solving and conflict resolution skills.
  • Ability to make sound decisions independently and handle sensitive situations with discretion.
  • Knowledge of medical terminology, insurance verification processes, and healthcare billing practices.

Travel

0-25%

Physical Requirements

• Sitting for extended periods.
• Occasional walking and standing.
• Ability to use computer and phone.

Cognitive Requirements

• Interpersonal communication.
• Data entry accuracy.
• Understanding of billing and insurance procedures.

Environmental Requirements

• Office environment within patient care areas.
• Potential exposure to airborne illnesses.

Accommodations

• Ergonomic seating.
• Flexible schedules.
• Accessible workstations.
• Screen reader software.