The Process Quality Assurance Manager - Patient Access is responsible for end-to-end Quality Assurance program activity within Optum360 Revenue Cycle Management Organization. Leads team of quality analysts focused on quality assurance activities through quality assessments, performance of quality review / auditing, diagnoses of process issues, identification of process improvements and process improvement implementation. This position is also responsible in supporting quality reporting and other related Quality Assurance activities related to the process. Primary Responsibilities:Leads a high performing team of process quality analysts with focus on coaching, employee engagement and development of quality analysts to provide consistent quality support of operationsWork to understand processes, identify failure points and develop quality assurance / audit programs to ensure operational excellence is achievedDevelop new workplace audits of processes to flag issues prior to having a member impactAdapts departmental plans and priorities to address business and operational challengesProduct, service or process decisions are most likely to impact multiple groups of employees and/or customers (internal or external)Support short and long term operational strategic business activities by developing, enhancing, and maintaining operational information and models Collaborate with senior business leaders to deliver insight derived from data, highlight emerging trends, and work through implications business strategiesIdentify and validate issues and root causes identified with business SMEs to obtain functional area ownershipDetermine appropriate action plans and obtain buy-in from functional areas on remediation activities and dates. Follow up to ensure timely execution of action plansCreate and oversee process to conduct audits and provides feedback to reduce defects and improve processes and performance
Required Qualifications:Bachelor's degree5+ years of experience within Quality organization (Quality auditing or process improvement)5+ years of People Leadership experience2+ years of Patient Access Revenue Cycle Operations experienceKnowledge of end to end of revenue cycle host, imaging and other technology in support of revenue cycle operationsEffective communication (verbal and written) and presentation skills with the ability to communicate to a variety of levels within the organization including executive leadershipStrong analytical and negotiation skills with a proven track record for innovative successful outcomesExperience in large, multi-function and cross geographic organizationsProven record of positive, effective coaching and development ability as well as supporting effective team interactions.Project Management experienceTravel 25% Preferred Qualifications:1+ years of experience creating processes, guidelines and procedures for Quality Assurance organizationsExperience working within large matrix organizations with international business partnersSuperior interpersonal skills, ability to work with all levels of employees and management across all functional areasBuilds and leverages a network of experts to supplement one's own expertiseProven ability to create and maintain a collaborative work environment with critical business partnersChange agent, intuitive problem solverExcellent verbal and written skillsDynamic verbal and non-verbal communicator, create and maintain a collaborative work environment with critical business partners, ability to garner the buy in of multiple areas Careers with Optum. Here's the idea. We built an entire organization around one giant objective; make health care work better for everyone. So when it comes to how we use the world's large accumulation of health-related information, or guide health and lifestyle choices or manage pharmacy benefits for millions, our first goal is to leap beyond the status quo and uncover new ways to serve. Optum, part of the UnitedHealth Group family of businesses, brings together some of the greatest minds and most advanced ideas on where health care has to go in order to reach its fullest potential. For you, that means working on high performance teams against sophisticated challenges that matter. Optum, incredible ideas in one incredible company and a singular opportunity to do your life's best work.(sm) Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity/Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.
Our mission is to help people live healthier lives and to help make the health system work better for everyone.- We seek to enhance the performance of the health system and improve the overall health and well-being of the people we serve and their communities. - We work with health care professionals and other key partners to expand access to quality health care so people get the care they need... at an affordable price. - We support the physician/patient relationship and empower people with the information, guidance and tools they need to make personal health choices and decisions.