Supervisor, Portal Access Operations en Aeroflow Inc.

The Opportunity

The Supervisor, Portal Access Operations will lead the team that ensures Aeroflow employees have timely, secure access to the systems they need to serve patients — including payer/provider portals used to check eligibility and manage payments. This leader will streamline access processes, build SOPs and training, and work cross-functionally with IT, HR, and Compliance to keep teams connected. The role combines people leadership, process improvement, and hands-on problem solving.

Primary Responsibilities

1. 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.

• Ensure compliance with payer requirements, HIPAA, and Aeroflow security standards.

2. 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 (tickets touched within 24 hours, updated regularly, and resolved timely).

• Jump in to support the team directly during periods of high ticket volume or when SLAs are at risk.

• Develop and implement canned responses, templates, and standardized workflows to improve consistency and reduce turnaround time.

• Generate and analyze Jira 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.

3. 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.

4. 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.

What Aeroflow Offers

• Competitive Pay
• Health Plans with FSA or HSA options, Dental, and Vision Insurance
• Optional Life Insurance
• 401K with Company Match
• 12 weeks of parental leave for birthing parent / 4 weeks leave for non-birthing parent(s)
• Additional parental benefits including fertility stipends, free diapers, and breast pump
• Paid Holidays and PTO accrual from day one
• Employee Assistance Programs and much more!

Recognition & Culture

• Family Forward Certified
• Great Place to Work Certified
• Inc. 5000 Best Place to Work Award Winner
• HME Excellence Award
• Sky High Growth Award

If you’re looking for an opportunity to make an impact in a growing organization while building your career, we’d love to hear from you.