Supervisor, Portal Access Operations

Aeroflow Health•Huntington Woods, MI

7d•Hybrid

About The Position

The Supervisor, Portal Access Operations will lead the team that ensures Aeroflow employees have timely, secure access to the systems they need to serve patients — including payer/provider portals used to check eligibility and manage payments. This leader will streamline access processes, build SOPs and training, and work cross-functionally with IT, HR, and Compliance to keep teams connected. The role combines people leadership, process improvement, and hands-on problem solving.

Requirements

Bachelor’s degree in business, healthcare administration, information systems, or related field (or equivalent experience).
2–3 years of leadership experience (directly supervising staff or serving as a senior/lead within a team).
Demonstrated ability to coach, hold team members accountable, and deliver results.
Demonstrated success improving operational workflows and reporting.
Strong written and verbal communication skills.
Technical aptitude and ability to learn systems quickly (Jira experience preferred, but not required).
Understanding of HIPAA/security standards and compliance best practices.

Nice To Haves

Experience with Jira or other ticketing/workflow management systems.
Prior experience with payer/provider portals, user access management, or healthcare operations strongly preferred.
Familiarity with payer/provider operations, credentialing, or healthcare network management.
Prior experience in Durable Medical Equipment (DME), healthcare, or insurance operations.

Responsibilities

Oversee creation, modification, and termination of user accounts within payer/provider portals (e.g., BCBS, Medicaid, Medicare, and Commercial payers).
Serve as the escalation point for complex or high-priority access requests.
Manage and oversee access to ZKeep, Healthcare Payer Portal admin software.
Ensure compliance with payer requirements, HIPAA, and Aeroflow security standards.
Employee has an individual responsibility for knowledge of and compliance with laws, regulations, and policies.
Compliance is a condition of employment and is considered an element of job performance.
Maintain HIPAA/patient confidentiality.
Manage and monitor all incoming portal access requests through Jira, ensuring visibility and accountability across the team.
Ensure SLAs are consistently met.
Jump in to support the team directly during periods of high ticket volume or when SLAs are at risk.
Generate and analyze Jira & ZKeep reporting to track performance, identify gaps or recurring issues, and highlight process inefficiencies.
Proactively identify additional opportunities for improvement, recommend solutions, and partner with leadership to implement changes that strengthen team performance and customer experience.
Partner with other departments (e.g., IT, HR, Compliance) to ensure employees have timely and secure access to payer portals.
Collaborate on enterprise initiatives such as system integrations, onboarding process enhancements, and security projects, ensuring portal access needs are factored into larger rollouts.
Identify barriers that delay or complicate access (e.g., onboarding timelines, authentication requirements) and propose practical solutions to streamline the process.
Anticipate future needs, monitor for emerging issues, and work proactively across teams to implement improvements that make portal access faster, smoother, and more reliable for Aeroflow staff.
Directly supervise and develop two Portal Administrators, providing structured feedback, accountability, and growth opportunities.
Foster a service-oriented culture that prioritizes accuracy, responsiveness, and problem-solving.
Maintain team morale and recognize achievements while supporting associates through challenges.
Represent Aeroflow professionally in internal meetings and cross-functional discussions.

Benefits

Competitive Pay
Health Plans with FSA or HSA options
Dental
Vision Insurance
Optional Life Insurance
401K with Company Match
12 weeks of parental leave for birthing parent
4 weeks leave for non-birthing parent(s)
Additional Parental benefits to include fertility stipends, free diapers, breast pump
Paid Holidays
PTO Accrual from day one
Employee Assistance Programs