Full Time Portals Supervisor (Home Health)

Mission Healthcare, located in seven states, is the largest home health and hospice company in the western United States. We have a critical mission—to take care of our people. We provide a comprehensive array of services that meet the needs of patients and families across the healthcare continuum. We believe our people, partners, patients and their families deserve care delivered with Compassion, Accountability, Respect, Excellence and Service (CARES), Mission Healthcare’s core values. By joining our team, you will have the opportunity to impact patient’s lives daily and grow your career in a culture of collaboration, compassion, and commitment. We are excited to continue to grow our mission family!
Benefits offered:   Medical, Dental & Vision Vacation, Sick & Holiday Paid Time Off Mileage Reimbursement Employee Assistance Program Flexible Spending & Health Savings Accounts Disability, Life and AD&D Insurance 401(K) 
The Home Health Portals Supervisor oversees and mentors the Customer Service Portal team while delivering exceptional service in a fast-paced, team-oriented environment. This role collaborates with the Quality team to identify training needs and works closely with the Senior Director to develop and improve systems that support an efficient referral process.The Supervisor must demonstrate strong communication, organization, problem-solving, and multitasking skills, and will partner with key internal teams—including Marketing, Clinical, Insurance Authorization, and Scheduling. Responsibilities include reviewing and processing referrals, determining acceptance based on established criteria, and maintaining up-to-date knowledge of Medicare/insurance reimbursement, regulations, service lines, and coordination standards.
Pay Range: $68-75K DOE
Schedule: Full Time, Monday-Friday, Day Shift
Location: San Diego, In-Office

Responsibilities

• Supervise the Portals team day-to-day, including workload assignment, scheduling, coverage planning, and workflow prioritization to meet department goals.
• Initiate referral by accepting information from referral sources (including the use of multiple electronic referral systems).
• Oversee end-to-end portal referral processing—from receipt, triage, and eligibility screening to acceptance, documentation, and timely handoff to Intake/Clinical teams.
• Ensure accurate entry of patient demographics, diagnosis, orders, and service lines; verify completeness and resolve missing/incorrect information promptly.
• Serve as the subject matter expert (SME) for portal workflows, settings, permissions, and best practices across all platforms.
• Troubleshoot portal issues; partner with IT for ticketing, integrations and upgrades, when needed.
• Maintain and update SOPs, job aids, and quick-reference guides for platform-specific processes.
• Guide the team on payer requirements, medical necessity basics, and documentation standards.
• Coordinate verification of benefits, eligibility, and prior authorization workflows (where applicable) to support timely starts of care.
• Escalate complex payer barriers and collaborate with Revenue Cycle team to resolve delays.
• Collaborate with Senior Director to analyze trends to identify bottlenecks; implement process improvements and automation where feasible.
• Develop dashboards and cadence reports for leadership, present insights and action plans.
• Works with the Senior Director to establish and update processes as Federal/State guidelines and rules change
• Maintains current knowledge of Agency programs and changes in home care field through study and attendance at meetings and seminars based on Agency scope of service and Medicare guidelines.
• Attend and participate in all scheduled and supplemental meetings.
• Attend and participate in training as required.

Qualifications

• Minimum one (1) year of Home Health Intake experience and one (1) year of experience using Home Care Home Base (HCHB).
• Strong emotional intelligence with the ability to communicate complex information clearly and professionally across all organizational levels.
• Advanced knowledge of Home Health platforms (Epic, CarePort, ExtendedCare, NaviHealth, Curaspan/ECIN, Ensocare), including navigation, troubleshooting, and workflow optimization.
• Solid understanding of common diagnoses, orders, payer requirements, eligibility verification, and prior authorization workflows.
• Excellent verbal and written communication skills with proven ability to guide staff through complex clinical and operational cases.
• Demonstrated problem-solving skills using sound judgment and fact-based analysi