Supervisor, Insurance Support Services Full-Time Hybrid Durham, NC About the Company: MED-EL Corporation is a global leader in hearing implant technology and research. While headquarters resides in Austria, our US branch is based in Durham, North Carolina, at Research Triangle Park. We pride ourselves in being innovators through and through. We bring people the joy of sound through our extensive portfolio of hearing technology and consistently pursue product and process improvement. MED-EL hearing implant systems combine the latest scientific advances, engineering, and manufacturing techniques to offer performance, safety, and reliability. With people at the epicenter of our research and technology, we relentlessly pursue connection—connection to sound, connection to each other, connection to possibility. Here at MED-EL, we are proud to offer a diverse, team-focused culture driven by our passion to support candidates, recipients, their families, and clinical partners. Our Mission: Delivering leading-edge technology to restore hearing and empower connection. About the Role: The Supervisor of Insurance Support Services is responsible for overseeing a team of representatives handling the day-to-day processing of insurance orders, obtaining DME benefits and authorizations. This role involves providing leadership, guidance, coaching, mentoring, and conducting performance appraisals. The Supervisor will also work closely with MED-EL Regional Support and Clinical Account Management staff, providing status updates on clinic, state, and region-specific inventory, issues, and process improvements. Primary Responsibilities: Responsible for overseeing all Insurance Support Services sales order processing activities, including verification and calculation of insurance benefits, coordination of medical necessity documentation, prior approvals or authorizations, and appeals of authorization denials. Responsible for hiring, training, supervising, and developing the professional skills of insurance support services staff. Assist the manager with establishing department policies and procedures. Design and communicate policies and procedures to department employees to ensure action plans involve all applicable parties and personnel. Confer with management personnel as needed to discuss department operations and processing activities, including monitoring team members' queues and developing individualized staffing plans to ensure timely processing of sales orders. Assist employees, individually or in groups, with new policies and procedures as necessary. Assist customers with obtaining insurance coverage for company products through the predetermination process and assist in denials to secure maximum reimbursement. Assist patients and customers with order status inquiries, insurance authorizations, out-of-pocket expense estimates, and other reimbursement matters. Follow up with providers and recipients for successful resolution of denials (to the extent possible). Assist management in monitoring industry and regulatory trends to identify opportunities to maximize public and private reimbursement for current and planned company products and services for the benefit of customers and the company. Responsible for collaborating closely with the Customer Account Services and Revenue Cycle teams. Responsible for ensuring that team members complete their compliance training before the end of the fiscal year. Position Qualifications: Prior supervisory experience preferred. DME-related experience preferred. Experience in reviewing DME benefits and pre-authorizations with Medicare, Medicaid, and major commercial health plans. Requires a thorough understanding of managed care, state and federal healthcare regulations, basic HCPCS codes, medical terminology, pre-authorization, insurance eligibility, and benefit verification, including coordination of benefits in dual coverage cases. Effective organizational, problem-solving, project management, verbal, and written communication skills. Obtain/maintain current hands-on knowledge of CPT, HCPCS, and ICD-10. Experience with electronic claims billing systems preferred; Brightree experience preferred. Proficiency with Microsoft Office programs. Maintain knowledge of Medicare/Medicaid and private payor insurance programs related to authorization of medical devices, eligibility, and insurance billing for company products. Ability to develop, evaluate, prioritize, and implement near-term and long-range goals and strategic initiatives to improve department efficiency and effectiveness for maximum company profit while optimizing patient and customer (clinic positions) Ability to work well under pressure with minimal supervision and work extra hours as business needs require. Ability to interface professionally and courteously with patients, customers (clinics), and industry professionals in both private and group situations via dialogue or presentations by phone, internet, or in person. Demonstrated knowledge of insurance reimbursement. Excellent time management, attention to detail, and organizational skills. Excellent verbal and written business communication skills. Familiarity with revenue cycle and medical devices. Ability to handle numerous interruptions from patients, customers, and other departments in a courteous, professional, and helpful manner. Demonstrate critical thinking, creativity, problem-solving skills, and mathematical skills for computing and adjusting dollar amounts for patient balances due to cost-share. High school diploma or equivalent educational degree, or equivalent work experience. Associate degree or higher in a related field strongly preferred. 3-5 years supervisory experience preferred but not required; 5 years healthcare industry knowledge. Direct supervision/management of a minimum of 5 direct reports - preferred Experience supervising in a revenue cycle role, including collections, billing, claims processing, and authorizations. Located within - or willing to relocate to – Durham, NC What We Offer: We know that benefits are important to you, and we offer a robust benefits package including: Medical, dental, and vision coverage available, effective on the first day of the month following 30 days of active service. Health Savings Account Short term and long-term disability paid by the company. Company paid life insurance with an option to purchase additional coverage. FSA Dependent Care Pet Insurance Critical Illness Accident Insurance PTO – 20 days annual that is accrued each pay period. Plus 40 hours Medical/Sick leave annual, prorated from hire date and 9 holidays. Employee Assistance Program MED-EL Corporation is an Equal Opportunity/ Affirmative Action employer. We provide equal employment opportunities to all qualified employees and applicants without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, veteran status, disability or any other legally protected status. We prohibit discrimination in decisions concerning recruitment, hiring, compensation, benefits, training, termination, promotions, or any other condition of employment or career development.