Job Description

The VOB Supervisor leads the daily operations of the Verification of Benefits team, ensuring timely, accurate, and compliant insurance verifications across all contracted facilities. This role provides strategic oversight of team performance, manages escalations, improves workflow efficiency, and acts as the primary liaison between VOB operations and cross-functional departments including Admissions, Utilization Review, and Billing.

Essential Duties:

Supervise, coach, and evaluate VOB Specialists and Team Leads, including performance reviews, productivity monitoring, and skill development

Oversee daily workflow assignments, ensuring verifications are completed within organizational turnaround standards

Validate automation processes and resolve system errors in collaboration with IT or software vendors

Maintain and routinely audit a centralized directory of insurance carriers, payer-specific requirements, and facility points of contact

Serve as escalation point for high-priority or complex VOB cases, including those impacting client admission timelines

Conduct regular audits of verification records to ensure data accuracy, compliance with payer rules, and documentation completeness

Collaborate with Leadership to develop and refine SOPs, workflows, and cross-training documentation

Partner with administrative support to onboard and train new hires into the VOB department

Coordinate departmental meetings and training sessions to support continuous improvement and regulatory compliance

Oversee special initiatives such as recertification campaigns and backlog resolutions

Manage department-level reporting including team performance metrics

• Participate in strategic planning and goal setting with senior leadership
• Perform additional duties as assigned

Requirements

Qualifications:

• High school diploma or GED required; associate or bachelor’s degree preferred
• Minimum 3 years of experience in insurance verification, healthcare billing, or payer relations
• 1+ year of supervisory or lead experience in a healthcare setting preferred
• Advanced knowledge of payer benefit structures, including commercial and managed care plans
• Experience using EMR/CRM platforms (e.g. Monday.com, Salesforce)
• Strong understanding of HIPAA compliance standards

Key Metrics:

• Leadership & Team Management: Ability to mentor and develop staff while holding them accountable to clear performance standards
• Operational Excellence: Skilled in designing and managing workflows that support speed, accuracy, and scale
• Attention to Detail: Proactively identify gaps in documentation or communication that could impact service delivery
• Problem Solving: Comfortable managing escalations, resolving payer challenges, and troubleshooting system issues
• Communication: Strong written and verbal communication with both internal stakeholders and external partners
• Adaptability: Navigates changing regulations, payer policies, and internal priorities with professionalism and agility