If you want to achieve more in your mission of health care, you have to be really smart about the business of health care. Challenge yourself, your peers and our industry by shaping what health care looks like and doing your life's best work.(sm) This position is responsible for assisting the Patient Access Leadership in managing daily operations within the assigned client Facility or within the Patient Access Contact Center operations. Supplements staff training, coaching and support; issue identification, assessment and resolution; and technical support within the assigned work environment in order to achieve desired outcomes and compliance with Optum360 and client policies/procedures and standards. Provides input in hiring/firing decisions, as well as performance appraisals. May perform quality reviews and analysis to support internal controls, monitor employee performance and assist in staff development, retention and selection. Serves as relief support and a "super user" for new programs, processes, and technologies. Works on-call schedule, as required. Primary Responsibilities: Knows, understands, incorporates, and demonstrates the Optum360 and client Mission, Vision, and Values in behaviors, practices, and decisions Provides operational guidance and support to assigned staff under the direction of the Patient Access Manager, disseminates policy/procedure updates, and supports coverage of other departmental divisions, as required Serves as technical advisor and resource to staff and the Manager Responsible for the development of associate work schedules and assignments to ensure cost effective staffing providing optimal work flow needs that meets performance requirements Performs job-specific accountabilities of relief staff (80%+ of work time devoted to "online staff support") or other job functions as assigned by the Manager, or as required to meet expectations. Thorough knowledge of all aspects of Patient Access services and skills to successfully fill-in any position and/or work at multiple sites within a Facility or within multiple Facilities, fully meeting performance expectations and standards. Works varying hours and/or on-call schedule, as required In coordination with the Manager may participate in the redesign of Patient Access processes and systems to improve service, data integrity, and staff productivity/quality to achieve departmental goals and process outcomes Develops effective decision-making, communications and interpersonal relations to ensure a positive image of Optum360 and the client, and to ensure customer satisfaction, supporting and portraying strong customer service philosophies in all encounters Provides timely and professional follow-up to customer complaints and issues Ensures problem resolution and corrective action for long-term solution, coordinating such effort across intra and inter-departmental channels Provides function-specific training, including staff orientation / onboarding and continuing education, in coordination with the Optum360 Training and Quality Assurance Program. Cross-trains and supports the functions of all centralized patient access functions Maintains work site in full operational order Responsible for the following activities: Selection of employees based on potential contributions, departmental culture/needs and personnel policies. Recommends allocation of resources based on scope of goals and priorities Reviews employees' work regularly, discusses problem areas and maintains periodic documentation, as needed. Makes recommendations regarding personnel actions and follows-up, as warranted. Mentors and coaches associates to ensure positive outcomes Completes the work schedule, ensuring adequate and appropriate coverage and performance Serves as on-call scheduling contact and assists with coordination of staff to meet the need Manages to the department budget, minimizing Overtime, when possible Provides and documents employee disciplinary / corrective actions, up to and including verbal warning, referring all actions and activities to the Manager for follow-up Provides input documentation to employee's performance during orientation and annual reviews Maintains fiscal accountability for assigned area of responsibility by identifying new operational, capital and program needs, monitoring staffing allocation in alignment with customer service goals, and by meeting budget parameters Analyzes and displays data in meaningful formats; develops and communicates policies/procedures and other business documentation; conducts special studies and prepares management reports, including key performance Indicators as they relate to the division (waiting/service times, staff productivity, accuracy, patient satisfaction, customer feedback, incident reporting, etc.) Maintains a working knowledge of applicable Federal, State, and local laws and regulations, Optum360's Organizational Integrity Program, Standards of Conduct, as well as other policies and procedures in order to ensure adherence in a manner that reflects honest, ethical, and professional behavior
Required Qualifications: 4+ years of experience working in a hospital Patient Registration Department, physician office setting, healthcare insurance company, revenue cycle vendor, and/or other revenue cycle role Experience with insurance eligibility processes Experience with benefit verification Experience with Admitting, Transfer and Discharge processes 2+ years of experience in customer service Intermediate level proficiency with Microsoft Excel, Word, PowerPoint Preferred Qualifications: Experience with multi-facility 2+ years of healthcare environment customer service experience 1+ years of supervisory experience Certified Healthcare Access Associate (CHAA) from the National Association of Healthcare Access Management (NAHAM) Prior experience with the major Patient Access technologies currently in use, and/or other "like" systems 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. Job Keywords: Optum360, Patient Access, Supervisor, Revenue Cycle, Insurance eligibility and benefit verification, hospital
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.