Supervisor, Reimbursement Hotline

Life Unlimited. At Smith+Nephew, we design and manufacture technology that takes the limits off living.

This role supports the company in achieving its mission to connect patients, providers, and payors to ensure patients can access outstanding technologies and products. The Supervisor, Reimbursement Hotline is responsible for the Reimbursement Hotline team's overall performance and ongoing operations. Responsibilities include researching and resolving cases, assisting with training, auditing cases, mastering workflow systems, communicating with customers, and completing projects.

Additionally, the Supervisor will be responsible for modeling outstanding customer service support and ensuring direct reports demonstrate the same high-quality service. The Supervisor will be required to follow company policies, procedures, and compliance directives always. This role will be required to ensure all protected health information (PHI) is handled appropriately within the governing Health Insurance Portability and Accountability Act (HIPAA) guidelines.

What you will be doing?

• Monitor staff performance, attendance, efficiency and report out key performance indicators to the Sr. Manager.
• Distribute workload across the team for Insurance Verification Requests (IVR), handle partner concerns and issues rapidly and with utmost professionalism, and support IVR processing as needed.
• Conduct onboarding, trainings, and refreshers for the team and develop new training content as needed.
• Complete monthly or quarterly audits of team members to maintain high quality and performance and reduce error rates.
• Collaborate with Clinical Research Specialist, Field Reimbursement Managers, and Market Access National Account Managers on payer coverage policies, coverage criteria, and reimbursement topics to maintain and improve hotline reporting scripts.

What you need to be successful?

• Work experience or education in a healthcare related, life sciences, or quantitative field (Medicine, Nursing, Biology, Biochemistry, Engineering, Math, Finance/Accounting, or related area).
• 3+ years' experience required working in a healthcare reimbursement environment, verifying patient benefits, supporting prior authorizations, and communicating with health plans and healthcare providers.
• Four-year degree preferred.
• Experience training or managing teams in a leadership or supportive role preferred.
• Experience with reimbursement methodologies for wound care products preferred.
• Previous coding and billing experience in the healthcare industry preferred.
• Knowledge of Medicare, Medicaid, and Private Insurance Reimbursement Methodology.
• Able to interpret and analyze detailed medical policies.
• Intermediate knowledge of Microsoft based products/Office Suite (Word, Excel, Outlook, Skype, TEAMS, etc.).
• Understanding of Data Entry/Customer Relationship Management programs (SalesForce, Dynamics365, other).
• Familiar with ICD-10, CPT, and HCPCS.
• Exceptional Customer Service skills that align with Smith and Nephews best in class culture.
• Strong attention to quality and details in adherence to standards while ethically maintaining a business perspective.
• Strong work ethics and accountability with willingness to learn, and desire to continually improve.
• Physical Demands: Employee is regularly required to stand, sit, talk, hear/listen, and use hands and fingers to operate a computer and telephone keyboard.
• Close vision requirements due to computer work
• Light to moderate lifting required, example: Using the in-office printer and refilling paper trays/toner.
• Travel Requirements: Up to 10%.
• Ability to consistently engage in professional interactions across various levels within a customer-focused organization.
• Possesses effective communication skills, oral, written, listening, and non-verbal.
• Excellent organizational and time management skills.
• Displays strong critical thinking skills.
• Flexibility and adaptability to change according to business needs.
• Able to handle high volume case situations and maintain a positive attitude in a fast-paced environment.

The anticipated base compensation range for this position is $100,000 - $164,725 USD annually. The actual base pay offered to the successful candidate will be based on multiple factors, including but not limited to job-related knowledge/skills, experience, geographical location, and internal equity. It is not typical for an individual to be hired at the high end of the range for their role at Smith + Nephew. Compensation decisions are dependent upon the facts and circumstances of each position and candidate. In addition to base pay, we provide competitive bonus and benefits, which include medical, dental, and vision coverage, 401k, tuition reimbursement, medical leave programs, parental leave, and generous PTO, paid company holidays annually and 8 hours of Volunteer time and a variety of wellness offerings such as EAP.

To be considered for this role, please submit your application by July 15, 2025

You. Unlimited!

We believe in creating the greatest good for society. Our strongest investments are in our people and the patients we serve.

• Inclusion and Belonging- Committed to Welcoming, Celebrating and Thriving on Inclusion and Belonging, Learn more about Employee Inclusion Groups on our website (https://www.smith-nephew.com/ ).
• Your Future: 401k Matching Program, 401k Plus Program, Discounted Stock Options, Tuition Reimbursement
• Work/Life Balance: Flexible Personal/Vacation Time Off, Paid Holidays, Flex Holidays, Paid Community Service Day
• Your Wellbeing: Medical, Dental, Vision, Health Savings Account (Employer Contribution of $500+ annually), Employee Assistance Program, Parental Leave, Fertility and Adoption Assistance Program
• Flexibility: Hybrid Work Model (For most professional roles)
• Training: Hands-On, Team-Customized, Mentorship
• Extra Perks: Discounts on fitness clubs, travel and more!

Smith+Nephew provides equal employment opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability.