Supervisor Engagement Center - Pre Reg & Insurance Authorization

About the role

The Supervisor, Engagement Center (Pre Reg and Insurance Authorization) provides daily operational leadership and oversight of the Engagement Center team to ensure exceptional patient service and efficient patient access operations. This position is responsible for supervising staff engaged in centralized scheduling, registration, insurance verification, and preauthorization activities while ensuring compliance with organizational policies, payer requirements, and regulatory standards. The Supervisor is accountable for monitoring departmental productivity, quality, service levels, and key performance indicators; coaching and developing team members; resolving escalated patient concerns; and implementing process improvements that enhance patient access and operational efficiency. The position partners closely with clinical departments, providers, and revenue cycle leadership to promote a seamless patient experience and support organizational goals.

Responsibilities

• Supervise staff engaged in centralized scheduling, registration, insurance verification, and preauthorization activities
• Ensure compliance with organizational policies, payer requirements, and regulatory standards
• Monitor departmental productivity, quality, service levels, and key performance indicators
• Coach and develop team members
• Resolve escalated patient concerns
• Implement process improvements that enhance patient access and operational efficiency
• Partner with clinical departments, providers, and revenue cycle leadership to promote a seamless patient experience and support organizational goals

Qualifications

• High School Diploma or GED required; Bachelor's degree in Healthcare Administration, Business Administration, or a related field preferred
• 3 to 5 years of progressive experience in patient access, registration, centralized scheduling, and/or hospital admissions required
• Minimum of 2 years of supervisory, lead, or team lead experience in a healthcare patient access, registration, scheduling, admissions, or call center environment required

Skills

• Demonstrated knowledge of patient access functions, including scheduling, registration, insurance verification, benefits eligibility, and preauthorization
• Working knowledge of Medicare, Medicaid, commercial insurance requirements, and healthcare billing and registration regulations
• Strong understanding of medical terminology and healthcare scheduling workflows
• Experience using electronic health record (EHR) systems, scheduling applications (Epic preferred) and Microsoft Office applications including Word, Excel, and Outlook
• Excellent leadership, communication, interpersonal, coaching, and conflict resolution skills
• Strong analytical, organizational, and problem-solving abilities with the ability to prioritize multiple responsibilities and meet deadlines
• Ability to work independently while fostering a collaborative, team-oriented environment
• Bilingual language skills are preferred

Benefits

• Medical, dental and vision coverage
• Wellness program, including free screenings
• Healthcare and Dependent Care Spending Accounts (HSA)
• Retirement savings plan
• Life insurance
• Disability income protection
• Employee Assistance Program (EAP)
• Fitness center discount program
• Tuition assistance and career development
• Paid Time Off (PTO)
• Reward and recognition programs