Patient Services Supervisor

For more than 20 years, BioTAB Healthcare, LLC has supported patients with lymphatic, wound, and circulatory disorders through proven treatment solutions. Headquartered in Missouri, we provide pneumatic compression devices and personalized service to help improve patient outcomes and quality of life. As a family‑owned company, we take pride in delivering expert care with a personal touch service.

The Patient Services Department puts the Patient First in every interaction. The Supervisor role will oversee a team of Patient Services Representatives and Senior Patient Services Representatives, providing guidance, training, and support to team members. This position also involves handling escalated patient and internal issues, ensuring timely and effective resolution, and monitoring team performance against departmental metrics and quality standards.

This role will manage timecards, time‑off requests, and absences for direct reports, participate in daily stand‑ups andlast, report on caseload and escalations, document problems and sales issues with current processes, and assist with the development and implementation of new departmental policies and procedures. This role, reporting to the team’s Managers and Directors, will require an exceptional level of detail, customer service acumen and an emphasis on process execution and quality control.

Intake will be responsible for:
Benefits and prior‑authorizations, Appeals, Re‑Certifications, Interface with Parachute.

Case processing will be responsible for:
Case review and processing documentation, Order review and confirmation, Re‑work, Interface with TMs, Bonafide, calls.

Patient Intake:
Receiving and processing new patient referrals, pesado demographic, medical, and insurance information. This will require outbound and inbound professional communications, interface with BPO partners and quality control measures.

Insurance Verification:
Verifying patient  coverage and benefits for BioTAB products, updating cases accordingly for record keeping and internal Insurance Database. Verify patient benefits with insurance companies and manage utilization review activities, requests and obtain prior authorizations from insurance providers to ensure the equipment is covered.

Coordination:
Collaborating with sales, patients and their caregivers / healthcare professionals to get the patient’s products covered, shipped and in use, with quality and accuracy at the forefront of every LG case processed. Provide administrative support as needed, including assistance with documentation, communication, and clerical tasks.

Process Management:
Answer incoming calls to service lines and provide patient support, answer questions and document interactions & resolutions in CRM. Escalate any urgent requests and direct to correct departments or leaders.

Communication:
Maintain clear and effective communication with patients, families, and other healthcare team members. Provide strong customer service, responding quickly and appropriately to patient needs, and can manage potentially difficult or emotional situations.

Record Management:
Ensuring accurate and timely documentation of all case activities and patient information in the required system. Maintain accurate and organized records of client interactions, service plans, and case management activities. Create and manage electronic consent forms; upload signed forms to patient charts. Complete forms, produce reports on client progress and service delivery, and ensure compliance with organizational policies and regulatory requirements.

Compliance:
Ensure compliance with relevant healthcare regulations, financial standards, and internal policies. Prepare cases and escalations for review and other regulatory agencies, assisting in monitoring compliance with Medicare regulations. Adhere to all relevant regulations and agency policies regarding patient intake and data management, including CMS and OFCCP guidelines related to our Quality Management alignment system, documentation and process creation and training.

Strong communication and interpersonal skills:
To interact effectively with patients, families, and…