RCM Supervisor (Behavioral Health)

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 functions.

The Supervisor will oversee multiple team members across Intake, Authorization, and Scheduling workflows and will be responsible for ensuring work is completed accurately, efficiently, and in accordance with established client, payer, and operational requirements. This position will serve as the primary point of escalation for team members, monitor productivity and quality, provide coaching and training, and coordinate work across the different front-end revenue cycle functions.

The ideal candidate has strong healthcare Revenue Cycle Management experience, prior team leadership or supervisory experience, and a thorough understanding of how intake, eligibility and benefits verification, prior authorization, scheduling, patient access, and reimbursement work together. Prior RCM experience supporting behavioral health services and fluency in both English and Spanish are required.

Key Responsibilities

Team Leadership and Daily Operations

• Provide day-to-day leadership and direction to team members supporting Intake, Authorization, and Scheduling functions.
• Coordinate daily workloads, assignments, priorities, and coverage to ensure operational requirements and service expectations are met.
• Serve as the first point of escalation for workflow questions, complex cases, payer issues, patient access concerns, and other operational challenges.
• Monitor team productivity, quality, attendance, responsiveness, and adherence to established processes.
• Conduct regular team meetings, individual coaching sessions, and performance discussions.
• Support onboarding and training of new team members and provide ongoing education as workflows, payer requirements, and client expectations change.
• Identify performance gaps and provide appropriate coaching, retraining, and performance development to ensure consistent service delivery.
• Promote accountability, collaboration, and consistent execution across the team.
• Ensure staff consistently follow established client procedures, service expectations, and escalation protocols.

Training and Employee Development

• Lead initial onboarding and training for newly hired intake coordinators and scheduling staff.
• Ensure employees demonstrate a thorough understanding of assigned workflows, patient communication expectations, and client-specific procedures.
• Evaluate employee knowledge, competency, and readiness before transitioning to independent patient interactions.
• Provide ongoing refresher training and individualized coaching based on employee performance and quality findings.
• Identify training gaps and collaborate with operational leadership to develop corrective training plans.
• Reinforce appropriate communication techniques when interacting with patient experiencing emotional distress or sensitive behavioral health concerns.
• Ensure employees understand established patient safety screening questions, escalation criteria, and warm-transfer procedures.
• Maintain documentation of employee training, competency assessments, coaching, and development progress.
• Collaborate with client representatives to ensure training aligns with established expectation and operational requirements.

Intake and Patient Access Oversight

• Oversee intake and referral workflows to ensure patient 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 appropriate follow-up occurs.
• Support escalation of complex eligibility, coverage, referral, and patient access issues.
• Ensure team members accurately identify and route prior authorization requirements during the intake process.
• Reinforce compassionate, patient-centered communication throughout the intake process.
• Ensure employees demonstrate active listening, empathy, professionalism, and sensitivity when interacting with behavioral health patients and their families.
• Monitor adherence to established patient safety screening and escalation protocols.
• Ensure appropriate escalation and warm transfer to designated clinical personnel when patient safety concerns are identified.
• These responsibilities reflect the Intake Specialist workflow, which covers referrals, eligibility and benefits, authorization identification, scheduling coordination and front-end reimbursement readiness. RCM Intake Specialist RCM Intake Specialist

Authorization and Payer Management Oversight

• Oversee prior authorization workflows, including eligibility verification, authorization submission, tracking, renewals, concurrent reviews, denial follow-up, and appeals.
• Ensure authorization requests are complete, accurate, and submitted within applicable payer timelines.
• Monitor pending and expiring authorizations and ensure appropriate follow-up occurs before services or authorized limits are impacted.
• Support team members with complex payer requirements, authorization issues, denials, and escalations.
• Monitor authorization-related denial trends and work with operational leadership to identify opportunities for process improvement.
• Ensure accurate documentation of authorization numbers, approved services, effective dates, expiration dates, visit limits, and other payer requirements.
• The underlying Authorization Specialist role specifically owns authorization submission and tracking, continued-stay reviews, denial follow-up, appeals and payer coordination, making this an important technical competency for the lead.

Scheduling and Capacity Oversight

• Oversee ongoing patient scheduling, rescheduling, cancellations, no-show follow-up, waitlists, and appointment reminder workflows.
• Ensure scheduling activity appropriately considers provider availability, service requirements, patient needs, and authorization status.
• Monitor provider utilization and open appointment capacity and work with the team to minimize unfilled appointment slots.
• Ensure pending, expired, or incomplete authorizations are identified before affected services are scheduled.
• Support escalation of scheduling issues that may affect patient access, provider utilization, reimbursement, or continuity of care.
• Monitor scheduling trends and work with operational leadership to address capacity constraints and recurring workflow issues.
• The Scheduling Coordinator profile makes provider utilization, waitlists, authorization coordination and billing readiness core parts of that function, so I would absolutely include those in the lead's oversight. RCM Scheduling Coordinator

Performance, Quality and Reporting

• Monitor team performance against established productivity, quality, accuracy, turnaround time, and service-level expectations.
• Track and report key operational metrics across Intake, Authorization, and Scheduling functions.
• Conduct routine call monitoring and quality audits to evaluate employee performance, accuracy, professionalism, empathy, and adherence to established workflows.
• Assess patient interactions for effective communication, active listening, appropriate tone, and compassionate service delivery.
• Identify trends, workflow gaps, recurring payer issues, and performance concerns and recommend corrective actions.
• Provide timely, constructive coaching and feedback based on quality audit findings.
• Assist management with reporting, workload forecasting, staffing needs, and resource allocation.
• Maintain accurate documentation of team performance, coaching, training, and operational issues.
• Support process improvement initiatives designed to improve patient access, authorization performance, scheduling efficiency, reimbursement readiness, and overall revenue cycle performance.

Cross-Functional Coordination

• Serve as a liaison between Intake, Authorization, Scheduling, Billing, Clinical, and other revenue cycle and operational teams.
• Collaborate with client representatives to ensure training, quality standards, and operational workflows align with established expectations.
• Participate in client meetings, operational discussions, and quality improvement initiatives as needed.
• Coordinate with designated clinical personnel to ensure appropriate handling and escalation of patient safety concerns.
• Coordinate resolution of issues that cross multiple functions or could create reimbursement risk.
• Communicate significant payer, workflow, staffing, or performance issues to management.
• Support implementation of new processes, payer requirements, client procedures, and operational changes.
• Maintain effective communication with client and internal stakeholders as appropriate.
• Ensure consistent handoffs between Intake, Authorization, and Scheduling teams to reduce delays, errors, and avoidable reimbursement issues.

Required Qualifications

• Minimum of 3 years of healthcare Revenue Cycle Management experience, with experience in patient access, intake, insurance verification, prior authorization, scheduling, or related front-end RCM functions.
• Prior RCM experience supporting behavioral health services is required.
• Fluency in English and Spanish, including the ability to communicate health insurance, eligibility, benefits, scheduling, and patient access information clearly and accurately in both languages.
• Previous experience as a Team Lead, Senior Specialist, Supervisor, or similar role with responsibility for 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.
• Demonstrated 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.

Preferred Qualifications

• 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.

Knowledge, Skills and Abilities

• Strong understanding of front-end healthcare revenue cycle operations from initial referral through authorization and ongoing scheduling.
• Ability to effectively 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.
• Ability to communicate fluently and accurately in both English and Spanish.
• Understanding of appropriate patient safety screening, escalation, and warm-transfer procedures.
• Strong people leadership and coaching skills.
• 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 with 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 effectively across clinical, operational, billing, authorization, scheduling, intake, and other revenue cycle teams.