Shared Services Supervisor

AcuteCare Health System LLC•North Charleston, SC

1d•Remote

About The Position

The Shared Services Supervisor oversees the end-to-end referral and authorization management workflow across multiple business units. This role is responsible for organizing and managing staff through formal or informal (dotted line) reporting relationships, ensuring adherence to compliance standards, and achieving operational objectives. Serves as the primary liaison between local sites, centralized staff, and business unit leadership to ensure timely scheduling & medical record management, and accurate processing of referral and authorization requests.

Requirements

High school diploma or GED required
5+ years’ operations experience in healthcare administration, centralized services, referrals/authorizations, or ambulatory operations.
Proven ability to lead teams with mixed reporting structures (dotted line + formal).
Strong knowledge of EMR workflows, scheduling, document management, and payer authorization requirements.
Excellent communication, project management, and change management skills.
Must have reliable transportation, a valid driver's license, and the minimum state required liability auto insurance.
Be medically cleared for communicable diseases and have all immunizations up to date before engaging in direct participant contact.
Pass a comprehensive criminal background check that may include, but is not limited to, federal and state Medicare/Medicaid exclusion lists, criminal history, education verification, license verification, reference check, and drug screen.

Nice To Haves

Experience with geriatric / elderly population is preferred

Responsibilities

Supervise scheduling team within a center or across multiple centers which ranges from 5-16 staff depending on center assignment, census, volume and complexity
Manage staffing schedules (coverage, PTO, callouts) onboarding, training, and performance (coaching, reviews, corrective action) for assigned team members
Daily oversight for end-to-end administration delivery for PACE provision of services, including referral/authorization, scheduling, and medical records workflows, including activities with claims to handle auth rejects and problem resolution
Maintain daily/weekly/monthly cadence and work volumes that allow adherence to the staffing model requirements to support the program
Serve as escalation point for staff, patient/participant issues, and site coordination with IDT to support service delivery
Coordinate high-priority scheduling (urgent referrals, procedures, specialty services) to serve participants in collaboration with clinical team
Partner with Transport to collaborate and streamline appointment communication and efficiency
Monitor key metrics and drive performance against SLAs/KPIs (access, timeliness, quality, backlog) as defined for the External Scheduler role to ensure services and related activities are completed in a timely manner
Assist with process improvement to standardize workflows and implement improvements across business units
Review reporting results, analyze data, generate reports, and identify volume trends, backlogs, and quality issues to improve operational efficiency
Actively identify and/or improve system enhancements and implementation of tools (e.g., centralized scheduling, reminder systems) for the department
Ensure compliance with regulatory requirements and internal policies
Collaborate cross-functionally with clinical teams, care management, transportation, and operations leadership to meet the needs of participants