Founded in 1994, JQ Medical's mission is to help its customers live happier, longer, healthier lives with a world-class customer experience. Our Core Values are the guiding principles that drive our mission.

Job Description: Manager, Patient Access & Intake Operations

Company: JQ Medical Supply

Location: Cottonwood Heights, UT

Job Type: Full-Time

Department: Patient Access & Intake Operations

Reports To: Chief Operating Officer

Overview

JQ Medical Supply, a premier provider of diabetes medical supplies, is seeking an experienced and highly organized Manager, Patient Access & Intake Operations to lead the company’s front-end patient access and intake function.

This role is responsible for managing the process from new referral/order receipt through order readiness, ensuring patients are onboarded efficiently, required documentation is complete and accurate, insurance and payer requirements are addressed, and downstream teams receive clean and timely handoffs.

The Manager, Patient Access & Intake Operations will oversee team members, manage daily workflow performance, support quality and compliance standards, and drive continuous improvement across the department. This role requires strong healthcare operations experience, excellent leadership skills, and the ability to manage a fast-paced, detail-oriented team in a highly regulated environment.

Experience in DME, diabetes medical supplies, patient access, insurance verification, prior authorization, health information management, or revenue cycle operations is strongly preferred.

Key Responsibilities

Department Leadership

• Lead and manage the Patient Access & Intake Operations team.
• Set clear expectations for individual and team performance.
• Provide coaching, feedback, training, and development to team members.
• Monitor staffing levels, workload distribution, and department capacity needs.
• Support hiring, onboarding, performance management, and employee development.
• Foster a culture of accountability, accuracy, urgency, collaboration, and patient-centered service.

Patient Access & Intake Operations

• Manage the front-end operational process from referral/order receipt through order readiness.
• Oversee workflows related to patient onboarding, referral intake, documentation collection, insurance verification, benefits review, payment quote readiness, prior authorization, and medical documentation review.
• Ensure new patient orders are processed accurately, efficiently, and in accordance with payer, provider, product, and internal requirements.
• Monitor work queues, aging reports, and backlog to ensure timely action and resolution.
• Identify and resolve barriers that delay patient onboarding, order completion, or handoff to downstream teams.
• Ensure accurate and complete patient records are maintained in company systems.

Insurance, Authorization & Documentation Oversight

• Ensure insurance coverage, benefits, eligibility, and payer requirements are reviewed accurately and consistently.
• Oversee prior authorization workflows, including submission, follow-up, issue resolution, and escalation.
• Ensure required medical documentation, physician orders, chart notes, and patient records are collected, reviewed, and maintained according to payer and audit requirements.
• Support the team in resolving complex payer, documentation, authorization, or provider-related issues.
• Maintain working knowledge of payer requirements, Medicare, Medicaid, commercial insurance guidelines, and DME documentation standards.

Quality, Compliance & Process Improvement

• Ensure department processes comply with HIPAA, company policies, SOPs, work instructions, payer requirements, and applicable regulatory standards.
• Establish and monitor quality standards for patient access and intake activities.
• Review documentation accuracy, system notes, order readiness, and handoff quality.
• Identify recurring errors, workflow gaps, or training needs and implement corrective actions.
• Support audit readiness by ensuring records and documentation are complete, accurate, and accessible.
• Lead continuous improvement efforts to improve speed, accuracy, patient experience, and downstream readiness.

Cross-Functional Collaboration

• Serve as the primary operational leader for patient access and intake-related processes.
• Collaborate with internal teams to support timely and accurate patient onboarding, order processing, documentation completion, and payer readiness.
• Partner with leadership and operational stakeholders to identify workflow barriers, resolve escalations, and improve the patient and provider experience.
• Support clear communication between departments to ensure accurate handoffs and timely resolution of intake-related issues.
• Work with program, operational, and business support teams to align intake workflows with company priorities and growth initiatives.
• Communicate department performance, risks, barriers, and improvement opportunities to leadership on a regular basis.

Performance Management & Reporting

• Develop, monitor, and report on department KPIs.
• Track key metrics such as referral/order volume, aging, documentation turnaround time, authorization status, order readiness, productivity, quality, and backlog.
• Use data to identify bottlenecks, staffing needs, process gaps, and training opportunities.
• Lead regular department meetings or huddles to review priorities, performance, barriers, and escalations.
• Ensure timely escalation of high-priority patient, provider, payer, or operational issues.

Qualifications & Requirements

• High school diploma or equivalent required.
• Associate or bachelor’s degree in Healthcare Administration, Business, Operations Management, or a related field preferred.
• 5+ years of experience in healthcare operations, DME, patient access, intake, revenue cycle, insurance verification, prior authorization, or related healthcare administrative functions preferred.
• 2+ years of leadership, management, supervisory, or team lead experience required.
• Experience in DME and/or diabetes medical supplies strongly preferred.
• Strong understanding of insurance verification, benefits review, prior authorization, payer requirements, and medical documentation standards.
• Working knowledge of Medicare, Medicaid, and commercial insurance requirements preferred.
• Experience managing high-volume operational queues and time-sensitive workflows.
• Strong ability to lead teams, coach employees, manage performance, and drive accountability.
• Excellent written and verbal communication skills.
• Strong organizational skills and attention to detail.
• Ability to manage competing priorities in a fast-paced environment.
• Proficient with Microsoft Office and comfortable using healthcare, CRM, billing, EHR, or order management systems.
• Commitment to patient confidentiality, HIPAA compliance, and ethical handling of sensitive information.

Benefits

• Competitive salary and performance-based incentives
• Health, dental, and vision insurance
• Paid time off and holidays
• 401(k) with company match
• Career growth opportunities within the company
• Supportive and collaborative team environment