Supervisor, Portal Access Operations

Primary Responsibilities

Portal Access Oversight & Escalations (40%)

• Oversee creation, modification, and termination of user accounts within payer/provider portals (e.g., BCBS, Medicaid, Medicare, and Commercial payers).
• Serve as the escalation point for complex or high-priority access requests.
• Manage and oversee access to ZKeep, Healthcare Payer Portal admin software.
• Ensure compliance with payer requirements, HIPAA, and Aeroflow security standards.
• Employee has an individual responsibility for knowledge of and compliance with laws, regulations, and policies. Compliance is a condition of employment and is considered an element of job performance.
• Maintain HIPAA/patient confidentiality.

Jira Ticketing & Workflow Optimization (30%)

• Manage and monitor all incoming portal access requests through Jira, ensuring visibility and accountability across the team.
• Ensure SLAs are consistently met.
• Jump in to support the team directly during periods of high ticket volume or when SLAs are at risk.
• Generate and analyze Jira & ZKeep reporting to track performance, identify gaps or recurring issues, and highlight process inefficiencies.
• Proactively identify additional opportunities for improvement, recommend solutions, and partner with leadership to implement changes that strengthen team performance and customer experience.

Cross-Functional Collaboration & Process Improvements (20%)

• Partner with other departments (e.g., IT, HR, Compliance) to ensure employees have timely and secure access to payer portals.
• Collaborate on enterprise initiatives such as system integrations, onboarding process enhancements, and security projects, ensuring portal access needs are factored into larger rollouts.
• Identify barriers that delay or complicate access (e.g., onboarding timelines, authentication requirements) and propose practical solutions to streamline the process.
• Anticipate future needs, monitor for emerging issues, and work proactively across teams to implement improvements that make portal access faster, smoother, and more reliable for Aeroflow staff.

Team Leadership & Coaching (10%)

• Directly supervise and develop two Portal Administrators, providing structured feedback, accountability, and growth opportunities.
• Foster a service-oriented culture that prioritizes accuracy, responsiveness, and problem-solving.
• Maintain team morale and recognize achievements while supporting associates through challenges.
• Represent Aeroflow professionally in internal meetings and cross-functional discussions.

Skills for Success

• Tech-savvy problem solver who thrives in dynamic, fast-paced environments.
• Strong customer service mindset and ability to communicate clearly with internal stakeholders.
• Excellent organizational skills and ability to manage multiple priorities simultaneously.
• Flexible, adaptable, and comfortable learning new systems quickly.
• Collaborative teammate who builds trust across departments.

Required Qualifications

• Bachelor’s degree in business, healthcare administration, information systems, or related field (or equivalent experience).
• 2–3 years of leadership experience (directly supervising staff or serving as a senior/lead within a team).
• Demonstrated ability to coach, hold team members accountable, and deliver results.
• Demonstrated success improving operational workflows and reporting.
• Strong written and verbal communication skills.
• Technical aptitude and ability to learn systems quickly (Jira experience preferred, but not required).
• Understanding of HIPAA/security standards and compliance best practices.

Nice to Have

• Experience with Jira or other ticketing/workflow management systems.
• Prior experience with payer/provider portals, user access management, or healthcare operations strongly preferred.
• Familiarity with payer/provider operations, credentialing, or healthcare network management.
• Prior experience in Durable Medical Equipment (DME), healthcare, or insurance operations.

Travel Requirements

Occasional travel (every quarter) to meet with the Managed Care team or participate in cross-departmental projects.