Supervisor Patient Access

Requisition Number: 2392005
Optum Insight is improving the flow of health data and information to create a more connected system. We remove friction and drive alignment between care providers and payers, and ultimately consumers. Our deep expertise in the industry and innovative technology empower us to help organizations reduce costs while improving risk management, quality and revenue growth. Ready to help us deliver results that improve lives? Join us in making healthcare work better for everyone through people-led, responsible AI while Caring. Connecting. Growing together.
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 solid 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:
  • Orders supplies and other materials in compliance with budgetary constraints
  • Maintains a neat, orderly work environment that denotes professionalism and efficiency
  • Develops job aides to assist the staff in performing work assignments
• 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
• Other duties as needed and assigned by the Manager

You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.
Required Qualifications

• High school diploma or GED
• 3+ years of Patient Access, Registration, Revenue Cycle, or healthcare operations experience in an acute care hospital setting
• Leadership, supervisory, lead, or team coordinator experience
• Experience with patient registration, insurance verification, point-of-service collections, and customer servic
• Proven knowledge of EMTALA requirements and Emergency Department registration workflows
• Experience managing productivity, quality, and service-level expectations
• Proven solid interpersonal, communication, conflict resolution, and problem-solving skills
• Ability to work PM/NOC shifts, weekends, holidays, and participate in on-call coverage as needed
• Proficiency with hospital registration systems, EHRs, and Microsoft Office applications

Preferred Qualifications

• CHAA, CHAM, CRCR, or other healthcare revenue cycle certification
• 1+ years of Patient Access supervisory experience
• Emergency Department Patient Access leadership experience
• Epic registration experience
• Experience coaching and developing frontline staff
• Knowledge of Patient Access KPIs, including productivity, quality, cash collections, patient throughput, and DNFB
• Experience implementing process improvement initiatives and driving operational performance
• Experience collaborating with ED leadership, nursing, physicians, and ancillary departments in a fast-paced hospital environment.

Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with us, you'll find a far-reaching choice of benefits and incentives. The salary for this role will range from $60,200 - $107,400 annually based on full-time employment. We comply with all minimum wage laws as applicable.
At UnitedHealth Group, our mission is to help people live healthier lives and help make the health system work better for everyone. Together, we are shaping the future of healthcare by harnessing technology and innovation to make care simpler to navigate, more affordable and more connected for the people we serve. We are committed to creating an inclusive workplace where everyone feels welcomed, valued, heard and respected, empowering people to bring their authentic selves to work and strengthening our collective impact through diverse talents, backgrounds, experiences and perspectives.
UnitedHealth Group and its affiliated brands are an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.
UnitedHealth Group and its affiliated brands are a drug-free workplace. Candidates are required to pass a drug test before beginning employment.