Business Operations Supervisor

Howard Brown Health is a nationally recognized leader in LGBTQ+ health and wellness. Our commitment to inclusive and affirming care has made us a cornerstone of the Chicago community. At Howard Brown, we believe in providing holistic, patient-centered care that empowers individuals and enriches lives.

Why Join Us?

• Be part of a mission-driven organization dedicated to health equity and social justice.
• Work in a supportive, inclusive, and culturally competent environment.
• Access to continuous learning opportunities and professional development.
• Comprehensive benefits package.
• Contribute to groundbreaking health initiatives and research.

Benefits

• Employer-sponsored health, dental, and vision insurance with two PPO plans and an HMO plan.

• BCBS HMO, PPO, and PPO Select Plans

• BCBS Dental

• BCBS Vision

• Paid Time Off:

• 3-weeks paid vacation and 1-week of personal time

• 12 accrued sick days per year

• 10 paid holidays, including Juneteenth

• PTO Exchange allows employees to turn unused PTO into liquid assets

• 401k program with up to 5% employer match after 90 days

• Employer-paid basic life insurance valued at one times the annual salary

• Voluntary Life and AD&D, and Short-term and Long-term disability

• Pre-tax commuter and parking benefit account

• Flexible Spending Accounts for healthcare and dependent care

• Tuition Reimbursement and Student Loan Forgiveness Programs; NHSC & PSLF

• Employee Assistance Program with 5 employer-paid counseling sessions

• 50% off at Brown Elephant Resale Shops and discounts at local businesses

Pay: $59,200 - $70,000 annually

POSITION SUMMARY: Reporting to a departmental managing leader and serving as a key member of the site/departmental operations leadership team, the Supervisor, Business Operations, organizes and oversees support staff in the delivery of patient care services, with a primary focus on front-end patient services operations. Blending patient-centered customer service leadership with data-driven operational management, the Supervisor, Business Operations, oversees the daily work activities of Patient Services Representatives (PSRs), oversees scheduling fidelity, supports revenue cycle optimization, and ensures seamless front-office clinic flow. Leverages industry knowledge and best practices to promote the mission and vision of Howard Brown Health as well as supports culture enhancement and management efforts.

PRINCIPAL DUTIES AND ACCOUNTABILITIES

• In collaboration with the managing leader, establishes and maintains effective staffing models and coverage strategies to ensure optimal service levels and operational efficiency.
• In collaboration with the managing leader, sets, monitors, and enforces performance expectations to drive accountability for service excellence, productivity, and patient experience.
• Oversees all patient access operations, including scheduling, registration, and front-desk functions, ensuring seamless patient flow and service delivery.
• Drives workflow optimization and operational improvements to enhance efficiency, reduce bottlenecks, and improve the overall patient experience.
• Partners with clinical and site leadership to align staffing, scheduling, and patient flow strategies across departments.
• Oversees daily front-desk operations and patient services representatives' adherence to onboarding timelines, training requirements, and performance standards; escalate and document performance concerns for corrective action.
• In collaboration with the managing leader, establishes, tracks, and acts on key performance indicators (KPIs) such as no-show rates, schedule utilization, patient wait times, and front-end collections.
• Oversees front-end revenue cycle processes, ensuring accuracy in registration, insurance verification, and resolution of complex billing and scheduling issues.
• Ensures compliance with organizational policies and regulatory requirements, including HIPAA standards, while maintaining audit readiness.
• Serves as a key member of the site leadership team, collaborating cross-functionally to drive operational performance, patient access improvements, and strategic initiatives.
• Performs other duties as assigned and/or required.

MINIMUM QUALIFICATIONS

• High School Diploma or GED equivalent required. Bachelor's degree from an accredited institution of higher learning in Health Services Administration, Business Administration, Business Management or related discipline preferred.
• Minimum of five (5) years of professional medical practice experience required. Of the five (5) years' experience, minimum two (2) years of team lead and/or program lead experience preferred.

KNOWLEDGE, SKILLS, ABILITIES (K/S/A)

• Comprehensive knowledge and expertise in managing front-end patient accounts receivable functions, including insurance verification, eligibility confirmation, accurate patient registration, and upfront collections
• Demonstrate strong workforce management and financial stewardship by effectively developing, monitoring, and adjusting staff schedules to remain within established monthly labor hour budgets
• Exceptional interpersonal skills with a proven ability to work and communicate effectively with diverse patient populations and multi-disciplinary co-workers
• Functional and proficient knowledge and practice of various models of integrated care
• Ability to handle and maintain highly confidential information with professional maturity
• Demonstrated skill at analytical and critical thinking
• Ability to make timely, independent decisions demonstrating responsible judgement
• Ability to prepare clear, concise, and effective reports, letters, and other documents
• Effective communication skills including written, verbal and listening
• Ability to demonstrate an understanding and acceptance of equity, inclusion and diversity concepts, and that they are broader than just race, ethnicity, and gender
• Ability to work affirmatively with gay, lesbian, bisexual, transgender, queer (LGBTQ) and HIV positive patients

ADA SPECIFICATIONS

(Physical demands that must be met in order to successfully complete the essential functions of the job)

• Requires ability to speak audibly and listen actively.
• Requires ability to use computers, telephones and other office equipment.
• Requires ability to sit for extended periods of time.
• May require occasional bending and lifting up to 25 pounds.
• May require periodic travel; up to 40% locally.

EQUAL OPPORTUNITY STATEMENT:

Decisions and criteria governing the employment relationship with all employees at Howard Brown are made in a non-discriminatory manner, without regard to race, color, creed, religion, national origin, sex, marital status, pregnancy, disability, sexual orientation, gender identity, veteran status, age, FMLA status, or any other factor determined to be unlawful by federal, state or local statutes.

The above statements are intended to describe the general nature and level of work being performed by the individual(s) assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required. Management reserves the right to modify, add, or remove duties and to assign other duties as necessary. In addition, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.