About the 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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Originally posted on Himalayas