RCM Supervisor (Behavioral Health)

Gebbs Healthcare Solutions Inc

About The Position

GeBBS Healthcare Solutions is seeking an experienced, bilingual Revenue Cycle Management (RCM) Supervisor to provide day-to-day leadership and operational oversight for teams supporting patient intake, insurance verification, prior authorization, and scheduling. The Supervisor oversees multiple team members across Intake, Authorization, and Scheduling workflows, ensuring work is accurate, efficient, and compliant with client, payer, and operational requirements. The role is the primary escalation point for team members and monitors productivity and quality, provides coaching and training, and coordinates work across front-end revenue cycle functions. The position requires strong healthcare RCM experience, prior team leadership or supervisory experience, and a thorough understanding of intake, eligibility and benefits verification, prior authorization, scheduling, patient access, and reimbursement. Experience supporting behavioral health services and fluency in both English and Spanish are required. The Supervisor leads daily operations, staff training and development, intake and patient access, authorization and payer management, scheduling and capacity, performance and quality reporting, and cross-functional coordination. The role supports compassionate, patient-centered communication and appropriate patient safety screening, escalation, and warm transfers to clinical personnel. It also works with client representatives and internal stakeholders to maintain consistent workflows, resolve operational issues, and improve patient access and revenue cycle performance.

Requirements

At least 3 years of healthcare Revenue Cycle Management experience, including patient access, intake, insurance verification, prior authorization, scheduling, or related front-end RCM functions.
Prior RCM experience supporting behavioral health services.
Fluency in English and Spanish, including the ability to clearly and accurately communicate health insurance, eligibility, benefits, scheduling, and patient access information in both languages.
Previous experience as a Team Lead, Senior Specialist, Supervisor, or in a similar role providing day-to-day direction to multiple team members.
Demonstrated experience training, coaching, and evaluating employee performance.
Strong understanding of insurance eligibility and benefits, prior authorization, payer requirements, patient access, scheduling, and their relationship to reimbursement.
Experience working with commercial and managed care payers.
Experience using payer portals such as Availity, NaviNet, and payer-specific platforms.
Experience with EHR, practice management, scheduling, or other healthcare revenue cycle systems.
Ability to monitor productivity, quality, workload, and operational performance.
Strong coaching, communication, organizational, and problem-solving skills.
Ability to manage multiple priorities and operational workflows in a high-volume environment.
Working knowledge of HIPAA and healthcare privacy and confidentiality requirements.
Strong understanding of front-end healthcare revenue cycle operations from initial referral through authorization and ongoing scheduling.
Ability to train, coach, mentor, and develop employees with varying levels of experience.
Strong quality assurance skills, including evaluating patient interactions, identifying performance gaps, and providing actionable feedback.
Understanding of appropriate patient safety screening, escalation, and warm-transfer procedures.
Ability to prioritize and distribute work across multiple employees and functional areas.
Ability to identify and resolve operational issues before they affect patient access or reimbursement.
Strong analytical skills, including the ability to interpret performance trends and identify root causes.
Excellent attention to detail and commitment to documentation accuracy.
Ability to communicate payer and operational requirements clearly to team members.
Strong sense of urgency and ability to make sound decisions in a high-volume environment.
Ability to collaborate across clinical, operational, billing, authorization, scheduling, intake, and other revenue cycle teams.

Nice To Haves

Associate or bachelor's degree in healthcare administration, business, or a related field.
Experience directly supervising or leading teams across multiple front-end RCM functions.
Experience with behavioral health intake, authorization, and scheduling workflows.
Experience with authorization denials, appeals, concurrent review, and continued-stay processes.
Experience monitoring operational KPIs and preparing performance reports.
Experience supporting multi-provider, multi-location, or centralized revenue cycle operations.
Experience participating in quality assurance, training, workflow design, or process improvement initiatives.

Responsibilities

Provide day-to-day leadership and direction to Intake, Authorization, and Scheduling team members.
Coordinate daily workloads, assignments, priorities, and coverage to meet operational requirements and service expectations.
Serve as the first escalation point for workflow questions, complex cases, payer issues, patient access concerns, and operational challenges.
Monitor team productivity, quality, attendance, responsiveness, and adherence to processes.
Conduct team meetings, individual coaching sessions, and performance discussions.
Support onboarding and training, provide ongoing education, identify performance and training gaps, and arrange coaching or corrective training.
Promote accountability, collaboration, and consistent execution of client procedures, service expectations, and escalation protocols.
Lead onboarding and assess employee knowledge, competency, and readiness before independent patient interactions.
Provide refresher training and individualized coaching, including guidance on sensitive behavioral health interactions and patient safety procedures.
Maintain documentation of employee training, competency assessments, coaching, and development progress.
Oversee intake and referral workflows, ensuring demographic, insurance, referral, and required documentation is collected accurately and timely.
Ensure eligibility and benefits verification is completed appropriately before services are provided.
Monitor incomplete referrals and outstanding intake requirements and ensure follow-up occurs.
Support escalation of complex eligibility, coverage, referral, and patient access issues.
Ensure prior authorization requirements are identified during intake and compassionate, patient-centered communication is maintained.
Monitor adherence to patient safety screening and escalation protocols; ensure appropriate escalation and warm transfer to designated clinical personnel when needed.
Oversee prior authorization workflows, including submission, tracking, renewals, concurrent reviews, denial follow-up, appeals, and payer coordination.
Ensure authorization requests are complete, accurate, and submitted within payer timelines; monitor pending and expiring authorizations and ensure timely follow-up.
Support team members with payer requirements, authorization issues, denials, and escalations; monitor denial trends and identify process improvements.
Ensure accurate documentation of authorization numbers, approved services, effective and expiration dates, visit limits, and payer requirements.
Oversee scheduling, rescheduling, cancellations, no-show follow-up, waitlists, and appointment reminders.
Ensure scheduling considers provider availability, service requirements, patient needs, and authorization status; identify incomplete or expired authorizations before affected services are scheduled.
Monitor provider utilization and appointment capacity, and work to minimize unfilled slots and address capacity constraints.
Escalate scheduling issues that may affect patient access, provider utilization, reimbursement, or continuity of care.
Monitor productivity, quality, accuracy, turnaround time, and service-level performance across functions; track and report operational metrics.
Conduct call monitoring and quality audits assessing accuracy, professionalism, empathy, communication, and workflow adherence.
Identify trends, workflow gaps, payer issues, and performance concerns; recommend corrective actions and provide feedback based on audit findings.
Assist management with reporting, workload forecasting, staffing needs, and resource allocation.
Maintain documentation of team performance, coaching, training, and operational issues; support process improvement initiatives.
Liaise among Intake, Authorization, Scheduling, Billing, Clinical, and other revenue cycle and operational teams.
Collaborate with client representatives and designated clinical personnel on training, quality standards, workflows, and patient safety concerns.
Participate in client meetings, operational discussions, and quality improvement initiatives as needed.
Coordinate resolution of cross-functional issues and issues that could create reimbursement risk; communicate significant payer, workflow, staffing, and performance issues to management.
Support implementation of new processes, payer requirements, client procedures, and operational changes.
Ensure consistent handoffs between Intake, Authorization, and Scheduling teams to reduce delays, errors, and avoidable reimbursement issues.