Diagnostic Services Supervisor

About the role

We are seeking a highly organized, analytical, and proactive Diagnostic Services Supervisor to support the operational success of our Diagnostic Services Program. This role serves as a key partner to the Director of Diagnostic Services and provides administrative, operational, reporting, and workflow support across the program. The ideal candidate thrives in a fast-paced healthcare environment, is highly detail-oriented, and can effectively manage multiple priorities while supporting operational efficiency, clinical readiness, and revenue cycle activities.

Responsibilities

• Oversee Patient Coordinator workflows and assigned caseloads to ensure consistent support for families throughout the diagnostic journey, from referral through diagnosis and transition into ABA services, if applicable
• Serve as a primary point of contact for families by providing education on the diagnostic and ABA processes, answering questions, coordinating next steps, and ensuring a supportive patient experience
• Manage family escalations and complex service concerns by assessing needs, coordinating resolution with appropriate teams, and ensuring timely follow-up and communication
• Monitor barriers impacting access to care, scheduling, service initiation, and family transitions, partnering with internal teams to improve processes and reduce delays
• Oversee scheduling workflows and provider capacity by monitoring utilization, clinic availability, cancellations, rescheduling, new starts, and other operational trends to optimize service delivery
• Monitor key program performance indicators, including complete assessments, ABA starts, conversion rates, diagnostic rates, and market/program performance to support operational goals
• Review Salesforce reports, EMR data, and operational dashboards to monitor task completion, workflow adherence, documentation accuracy, and overall operational performance
• Conduct chart reviews and audits to ensure demographic information, required documentation, and records are complete, accurate, and maintained in accordance with organizational standards and HIPAA requirements
• Identify workflow gaps, recurring operational challenges, and opportunities for improvement while supporting implementation of new processes, tools, and best practices
• Support diagnostic operations through management of assessment-related resources, including Q-Global transfers, ADOS inventory, clinical supplies, and other operational needs
• Serve as a liaison between Intake, Clinical, ABA, and external partners to strengthen communication, improve handoffs, and resolve issues impacting families or clinic operations
• Partner with internal stakeholders and external teams to review referral trends, service availability, capacity, and growth opportunities to support program goals
• Perform additional responsibilities and support emerging operational needs as assigned, including special projects, process improvements, and program initiatives that align with departmental priorities and support the continued success of diagnostic services
• Supports and provides oversight for Revenue Cycle Management (RCM) claims audits, ensuring claims are accurately processed, compliant with payer requirements, and aligned with organizational standards
• Supports the end-to-end claims submission and follow-up process, monitoring timely submissions, claim status, denials, and outstanding balances while driving resolution of issues that may impact reimbursement
• Monitors copay collections and related revenue cycle activities, identifying trends, addressing collection barriers, and ensuring processes support accurate and timely patient payments
• Partners with leadership to support opportunities for process improvement, strengthen revenue cycle performance, and minimize claim delays, denials, and revenue leakage

Requirements

• Bachelor’s degree in healthcare administration, business administration, psychology, human services, or a related field or equivalent relevant work experience in healthcare operations, patient coordination, or behavioral health services
• Minimum of 2–3 years of experience in healthcare, behavioral health, autism services, or a related clinical service environment
• Experience supporting families through healthcare processes, care coordination, scheduling, referrals, or service transitions
• Experience overseeing workflows, monitoring performance metrics, and identifying opportunities to improve operational efficiency
• Experience managing escalations and resolving patient or service-related concerns with professionalism and timely follow-up
• Experience supporting or supervising team members, providing workflow guidance, and ensuring adherence to established processes
• Strong understanding of patient privacy requirements, including HIPAA compliance and appropriate handling of protected health information
• Proficiency with electronic medical records (EMR), Salesforce, scheduling systems, and/or other healthcare information systems
• Strong organizational skills with the ability to manage multiple priorities, monitor deadlines, and support a fast-paced clinical environment
• Excellent communication and collaboration skills with the ability to partner effectively with clinical teams, families, providers, and cross-functional departments

Physical Demands / Work Environment

• Mental acuity to collect and interpret data, evaluate, reason, define problems, establish facts, draw valid conclusions, make valid judgements and decisions
• Ability to receive detailed information through verbal and written communication
• Ability to communicate, convey, and exchange information through verbal and written communication
• Seeing near and far distances and distinguishing colors
• Noise level is low to moderate
• Light physical activity performing non-strenuous daily activities of an administrative nature (sitting, standing, walking)
• Operates a computer and other office equipment such as copy machine and printer
• Repetitive motions of the wrists, hands, and/or fingers
• Ability to lift up to 25 lbs
• Occasionally stand, walk, stoop, kneel, crouch, crawl, reach with hands and arms
• Regularly sit, talk, see close, frequently perform fine motor tasks
• Cope with noise levels most times moderate, but will occasionally get loud
• Occasionally lift or move up to 50 pounds