Diagnostic Services Supervisor

We are seeking a highly organized, analytical, and proactive Diagnostic Services Supervisor to support the operational success of our Diagnostic Services Program. This role serves as a key partner to the Director of Diagnostic Services and provides administrative, operational, reporting, and workflow support across the program. The ideal candidate thrives in a fast-paced healthcare environment, is highly detail-oriented, and can effectively manage multiple priorities while supporting operational efficiency, clinical readiness, and revenue cycle activities. This individual will play an important role in identifying trends, monitoring performance metrics, supporting workflow improvements, and helping ensure a positive patient and provider experience.

The Diagnostic Services Supervisor oversees diagnostic service operations, patient coordination workflows, and provider expectations to support timely access to high-quality, family-centered care. This role provides oversight and support to Patient Coordinators, ensuring consistent processes for family communication, scheduling, documentation, service transitions, and overall patient experience from referral through diagnosis and transition into ABA services.

The Diagnostic Services Supervisor monitors operational performance, identifies opportunities to improve efficiency and access, supports resource and capacity management, and partners with clinical, intake, and cross-functional teams to resolve barriers and enhance service delivery. This role ensures alignment with program goals, supports process improvement initiatives, and promotes consistent execution of operational standards across diagnostic services.

Outcomes:
Improve access to diagnostic services by optimizing referral workflows, reducing barriers to care, and ensuring families progress efficiently from referral through diagnosis and transition into services.
Enhance family experience and engagement by ensuring consistent communication, timely support, clear education on the diagnostic and ABA process, and effective resolution of family concerns or escalations.
Improve operational efficiency and workflow consistency by monitoring key performance indicators, identifying process gaps, and implementing improvements that support timely scheduling, documentation completion, and service delivery.
Strengthen Patient Coordinator performance and accountability by providing oversight, guidance, training support, and ensuring consistent adherence to workflows, service expectations, and quality standards.
Optimize provider capacity and program performance by monitoring schedules, utilization, diagnostic rates, conversions, and operational trends to support program growth and resource alignment.

Responsibilities:

Oversee Patient Coordinator workflows and assigned caseloads to ensure consistent support for families throughout the diagnostic journey, from referral through diagnosis and transition into ABA services, if applicable
Serve as a primary point of contact for families by providing education on the diagnostic and ABA processes, answering questions, coordinating next steps, and ensuring a supportive patient experience
Manage family escalations and complex service concerns by assessing needs, coordinating resolution with appropriate teams, and ensuring timely follow-up and communication
Monitor barriers impacting access to care, scheduling, service initiation, and family transitions, partnering with internal teams to improve processes and reduce delays
Oversee scheduling workflows and provider capacity by monitoring utilization, clinic availability, cancellations, rescheduling, new starts, and other operational trends to optimize service delivery
Monitor key program performance indicators, including complete assessments, ABA starts, conversion rates, diagnostic rates, and market/program performance to support operational goals
Review Salesforce reports, EMR data, and operational dashboards to monitor task completion, workflow adherence, documentation accuracy, and overall operational performance
Conduct chart reviews and audits to ensure demographic information, required documentation, and records are complete, accurate, and maintained in accordance with organizational standards and HIPAA requirements
Identify workflow gaps, recurring operational challenges, and opportunities for improvement while supporting implementation of new processes, tools, and best practices
Support diagnostic operations through management of assessment-related resources, including Q-Global transfers, ADOS inventory, clinical supplies, and other operational needs
Serve as a liaison between Intake, Clinical, ABA, and external partners to strengthen communication, improve handoffs, and resolve issues impacting families or clinic operations
Partner with internal stakeholders and external teams to review referral trends, service availability, capacity, and growth opportunities to support program goals
Perform additional responsibilities and support emerging operational needs as assigned, including special projects, process improvements, and program initiatives that align with departmental priorities and support the continued success of diagnostic services.
Supports and provides oversight for Revenue Cycle Management (RCM) claims audits, ensuring claims are accurately processed, compliant with payer requirements, and aligned with organizational standards.
Supports the end-to-end claims submission and follow-up process, monitoring timely submissions, claim status, denials, and outstanding balances while driving resolution of issues that may impact reimbursement.
Monitors copay collections and related revenue cycle activities, identifying trends, addressing collection barriers, and ensuring processes support accurate and timely patient payments.
Partners with leadership to support opportunities for process improvement, strengthen revenue cycle performance, and minimize claim delays, denials, and revenue leakage.

Requirements:

Bachelor’s degree in healthcare administration, business administration, psychology, human services, or a related field or equivalent relevant work experience in healthcare operations, patient coordination, or behavioral health services.
Minimum of 2–3 years of experience in healthcare, behavioral health, autism services, or a related clinical service environment.
Experience supporting families through healthcare processes, care coordination, scheduling, referrals, or service transitions.
Experience overseeing workflows, monitoring performance metrics, and identifying opportunities to improve operational efficiency.
Experience managing escalations and resolving patient or service-related concerns with professionalism and timely follow-up.
Experience supporting or supervising team members, providing workflow guidance, and ensuring adherence to established processes.
Strong understanding of patient privacy requirements, including HIPAA compliance and appropriate handling of protected health information.
Proficiency with electronic medical records (EMR), Salesforce, scheduling systems, and/or other healthcare information systems.
Strong organizational skills with the ability to manage multiple priorities, monitor deadlines, and support a fast-paced clinical environment.
Excellent communication and collaboration skills with the ability to partner effectively with clinical teams, families, providers, and cross-functional departments.

Physical Demands/Work Environment:

This is a high growth, fast paced organization, and the work environment characteristics described here are representative of those employee encounters while performing the essential functions of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
Mental acuity to collect and interpret data, evaluate, reason, define problems, establish facts, draw valid conclusions, make valid judgements and decisions
You must be able to receive detailed information through verbal and written communication
Must be able to communicate, convey, and exchange information through verbal and written communication
Seeing near and far distances and distinguishing colors
Noise level is low to moderate

Physical Demands

Light physical activity performing non-strenuous daily activities of an administrative nature (sitting, standing, walking)
Operates a computer and other office equipment such as copy machine and printer
Repetitive motions of the wrists, hands, and/or fingers
Ability to lift up to 25 Ibs
Travel
Must be able to occasionally stand, walk, stoop, kneel, crouch, crawl, reach with hands and arms. Regularly sit, talk, see close, frequently perform fine motor tasks, cope with noise levels most times moderate, but will occasionally get loud, occasionally lift or move up to 50 pounds.

Please Note: BI can add to or remove duties as often as needed.

I have read, understood and will commit to the above-mentioned job responsibilities and expectations.