What are the responsibilities and job description for the Therapy Administration Supervisor position at OrthoArizona?
Therapy Administration Supervisor
About OrthoArizona:
At OrthoArizona, we are bringing the best together. Our organization was created to help serve ALL orthopedic and sports medicine needs throughout the Valley! We have a wide range of orthopedic surgeons and mid-level providers including physical and occupational therapists.
Today we are one of Arizona’s largest privately owned and most comprehensive orthopedic practices with more than 75 locally and nationally renowned providers across 30 locations, in addition to in house state of the art MRI capabilities. At OrthoArizona we are committed to best-in-class patient care, being a pioneer in research and technology, and most importantly, rewarding and recognizing our employees.
As a Therapy Administration Supervisor with OrthoArizona, you will get to:
- Overseeing the team responsible for obtaining prior authorizations from insurance providers for treatments, procedures, and medications to ensure timely approvals.
- Ensuring that patient benefits are accurately verified and that patients are informed of their coverage, co-pays, deductibles, and out-of-pocket costs.
- Developing and refining workflows to improve efficiency, reduce delays, and enhance the accuracy of authorization and benefits verification processes.
- Ensuring that all authorization and benefits procedures comply with relevant regulations and payer requirements to minimize claim denials and audit risks.
- Training, mentoring, and managing a team of authorization and benefits coordinators, conducting performance reviews, and ensuring adherence to best practices.
- Coordinating with clinical and administrative staff, insurance companies, and patients to address any issues related to authorizations and benefits.
- Tracking performance metrics, analyzing trends, and creating reports on authorization approval times, denial rates, and other key performance indicators.
- Troubleshooting issues related to denied or delayed authorizations, escalating complex cases as needed, and ensuring timely follow-up.
- Monitoring calls for quality assurance, ensuring that operators adhere to scripts, maintain a professional tone, and provide accurate information to callers.
- Improving workflows to reduce call wait times, streamline call routing, and enhance the efficiency of the operator team.
- Ensuring that phone systems and communication tools are functioning properly, troubleshooting minor technical issues, and coordinating with IT for larger issues.
- Handling escalated calls or issues, addressing customer complaints, and providing solutions to ensure a positive experience.
- Tracking performance metrics like call volume, response times, and customer satisfaction, generating reports, and analyzing data to identify areas for improvement.
- Supervising the end-to-end referral process, ensuring timely and accurate processing of patient referrals to specialists, labs, or other healthcare facilities.
- Leading a team of referral coordinators, including scheduling, training, and conducting performance evaluations to ensure high-quality service and compliance with policies.
- Coordinating with healthcare providers to facilitate the referral process and ensuring that patients are informed of next steps, scheduling, and any requirements.
- Tracking and analyzing referral metrics, such as referral turnaround time and completion rates, to optimize performance and prepare regular reports for management.
Qualifications:
- High School diploma or GED.
- Minimum of 2 years of experience in healthcare administration or related field.
- Strong organizational and communication skills.
- Excellent written and verbal communication skills.
- Ability to make decisions and solve problems.
- Knowledge of medical terminology.
- Excellent customer / patient service.
Full Time Benefits:
- Robust paid time off package including, sick time, holidays, & paid time off!
- Medical with multiple different plan options.
- Health Savings account company contributions.
- Dental & Vision insurance.
- Company paid life insurance policy the option to purchase additional benefits to protect you from what life throws at you.
- 401(k) with a company contribution profit sharing!
- Pet Discount Plan.
- ID Theft protection & Legal assistance.
