About this role
Remote Hours: Monday - Friday, 8:00 AM - 5:00 PM or candidates local time (or based on business needs)
What Customer Service Operations contributes to Cardinal Health
Customer Service is responsible for establishing, maintaining and enhancing customer business through contract administration, customer orders, and problem resolution.
Customer Service Operations is responsible for providing outsourced services to customers relating to medical billing, medical reimbursement, and/or other services by acting as a liaison in problem-solving, research and problem/dispute resolution.
Job Summary
The Supervisor of Insurance Verification, Authorization & Intake leads the teams responsible for the front-end functions that determine whether a patient's durable medical equipment (DME) order can be processed, billed, and delivered without delay. This role oversees insurance eligibility verification, prior authorization submission and tracking, and new patient and document intake, ensuring accurate, timely, and compliant handling of every order from the moment a referral is received.
The Supervisor builds and coaches a high-performing team, partners closely with sales, billing, and referral-source contacts, and drives the metrics that keep orders moving turnaround time, authorization approval rate, and clean claim rate.
Responsibilities
Team Leadership & Management
- Hire, train, coach, and manage performance for insurance verification, authorization, and intake staff
- Set individual and team productivity and quality goals; monitor adherence through regular reporting
- Conduct one-on-ones, team meetings, and performance reviews; manage disciplinary actions as needed
- Oversee staffing levels, scheduling, and workload distribution to meet referral and order volume
Insurance Verification Oversight
- Ensure timely, accurate verification of patient insurance eligibility and benefits for DME orders
- Oversee resolution of coverage discrepancies and coordination of benefits across primary, secondary, and tertiary payers
- Monitor verification turnaround times and hold the team accountable to service-level targets
Prior Authorization Oversight
- Oversee submission, tracking, and follow-up of prior authorization requests to Medicare, Medicaid, and commercial payers
- Ensure supporting documentation is complete before submission
- Manage the appeals process for denied authorizations and track denial trends by payer and reason code
- Maintain current knowledge of payer-specific authorization requirements and update team job aids accordingly
Intake Oversight
- Oversee intake of new referrals and documents ensuring complete and accurate patient and order data entry
- Ensure timely entry of data whether manual or automated input
- Assist in development and maintenance of technology platforms utilized
- Monitor referral-to-order entry cycle time and identify and resolve bottlenecks in the intake workflow
Compliance & Quality
- Ensure compliance with HIPAA, CMS, payer, and accreditation requirements
- Maintain audit-ready documentation and lead internal quality audits of verification, authorization, and intake files
- Implement and monitor quality assurance processes and corrective action plans
Cross-Functional Collaboration & Reporting
- Partner with billing/collections, sales, and customer service teams to resolve order and account issues
- Report key performance indicators (turnaround time, authorization approval rate, denial rate, clean claim rate) to leadership
- Identify and implement process improvements and supporting technology
Qualifications
- 4-8 years of experience in healthcare, preferred
- Bachelor’s degree in related field, or equivalent work experience, preferred
- Prior Leadership, project management, or supervisory experience
- DME/HME industry experience strongly preferred
- Working knowledge of Medicare, Medicaid and commercial payer coverage criteria and documentation with DME billing/ management platforms (e.g Brighttree or similar)
What is expected of you and others at this level
- Coordinates and supervises the daily activities of operations or business staff
- Administers and exercises policies and procedures
- Ensures employees operate within guidelines
- Decisions have a direct impact to work unit operations and customers
- Frequently interacts with subordinates, customers, and peer groups at various management levels
- Interactions normally involve information exchange and basic problem resolution
Anticipated salary range: $68,500 - $97,700
Bonus eligible: No
Benefits: Cardinal Health offers a wide variety of benefits and programs to support health and well-being.
- Medical, dental and vision coverage
- Paid time off plan
- Health savings account (HSA)
- 401k savings plan
- Access to wages before pay day with myFlexPay
- Flexible spending accounts (FSAs)
- Short- and long-term disability coverage
- Work-Life resources
- Paid parental leave
- Healthy lifestyle programs
Application window anticipated to close: 11/1/2026 *if interested in opportunity, please submit application as soon as possible.
The salary range listed is an estimate. Pay at Cardinal Health is determined by multiple factors including, but not limited to, a candidate’s geographical location, relevant education, experience and skills and an evaluation of internal pay equity.
Cardinal Health supports an inclusive workplace that values diversity of thought, experience and background. We celebrate the power of our differences to create better solutions for our customers by ensuring employees can be their authentic selves each day. Cardinal Health is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state or local law.
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