Supervisor Patient Eligibility

About the role

The Supervisor, Eligibility is a working supervisor role responsible for performing daily eligibility screening duties at a primary site, while also providing oversight and leadership of the Eligibility team across additional assigned facilities. This role combines hands-on responsibilities with supervisory functions, ensuring smooth operations and exceptional service delivery to our client(s).

Responsibilities

• Conduct eligibility screening in-person, including bedside visits, to assess financial assistance eligibility and provide compassionate guidance on available programs.
• Facilitate the application process for programs such as Medicaid, Medicare, Disability, and hospital charity care, ensuring timely submission of accurate documentation.
• Lead, manage, and develop a team of Eligibility Specialists, ensuring alignment with organizational goals and standards.
• Oversee daily operations of the team, including workload distribution, optimization, and meeting service-level agreements with the Client.
• Monitor team and individual performance and quality metrics, providing regular feedback and implement corrective action and performance improvement plans as necessary.
• Create and deliver training programs, ensuring colleagues are equipped with knowledge and skills to succeed in their roles.
• Collaborate with senior leadership to develop and execute strategies for improving patient eligibility processes and outcomes.
• Act as an escalation point for complex cases, working with internal and external stakeholders to resolve issues promptly.
• Partner with hospital leadership, government agencies, and other departments to ensure seamless processes and patient care.
• Maintain accurate and confidential records in compliance with HIPAA and organizational policies.
• Efficiently use multiple systems and databases to gather, track, and report on patient data.
• Complete special projects, as assigned.

Requirements

• Bachelor's Degree in healthcare administration, business, other related field or equivalent experience.
• Proficiency in English and Spanish.
• At least 5 years of experience in healthcare eligibility, revenue cycle, or financial counseling roles, with successful demonstration of leadership or mentor experience.
• Proven ability to lead and motivate teams, fostering a culture of collaboration and accountability.
• Excellent problem-solving skills, with ability to de-escalate and/or resolve complex patient or operational issues.
• Flexibility to provide support to multiple hospital locations within assigned market, as based on operational needs.
• Strong organizational skills with the ability to handle multiple priorities and maintain accuracy and attention to detail.
• Excellent verbal and written communication skills, with the ability to explain complex information clearly and empathetically.
• Able to identify solutions to financial challenges, leveraging program knowledge to benefit patients.
• Ability to work in a fast-paced environment with changing priorities and patient needs.
• Demonstrate genuine care for patients’ needs and concerns, building trust and rapport.
• Work effectively with colleagues, hospital staff, and external agencies to achieve shared goals.
• Ensure all documentation is accurate, complete, and submitted on time.
• Reliable transportation, a valid driver’s license, and ability to travel within assigned service area.

Preferred

• Familiarity with state and federal assistance programs such as Medicaid, Medicare, and Social Security Disability.
• Experience with multiple EHR systems: Epic, Cerner, Meditech, etc.
• Knowledge of medical terminology and healthcare accounts receivable processes.