This position is Remote in AZ, CA, or NV. You will have the flexibility to work remotely* as you take on some tough challenges.
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.
This position is full-time Monday - Friday. Employees are required to have flexibility to work any of our shift schedules during our normal business hours of 8am - 5pm. Based on business needs, employees may also be required to work outside of these hours.
This will be on the job training and the hours during training will be during normal business hours.
Primary Responsibilities:- Provides operational guidance and support to assigned staff under the direction of operational leadership, disseminates policy/procedure updates, and supports coverage of other departmental divisions, as required
- Serves as technical advisor and resource to staff
- 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 within the team; fully meeting performance expectations and standards. Works varying hours and/or on-call schedule, as needed
- In coordination with operational leadership, may participate in the redesign of team processes and systems to improve service, data integrity, and staff productivity/quality to achieve departmental goals and process outcomes
- Handles decision-making, communications and utilizes strong interpersonal skills 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 solutions, 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
- Responsible for hiring of new staff members 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
- 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/department budget for assigned area of responsibility; minimizing overtime and 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
- Assisting with leadership escalations and partnering with scheduling and other departments & teams to resolve operational issues.
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 / GED OR equivalent work experience
- Must be 18 years of age OR older
- 3+ years of experience working in a hospital patient registration /pre-registration department, physician office setting, or healthcare insurance company
- 2+ years of supervisory or management experience
- Experience in healthcare financial clearance, including insurance verification and authorization review
- Proficiency with Microsoft Word (create and edit correspondence), Microsoft Excel (ability to create, edit, and sort spreadsheets) and Microsoft Outlook (email and calendar management
- Ability to travel up to 10% per business needs
- Ability to work Monday - Friday, during our normal business hours of 8am - 5pm. Based on business needs, employees may also be required to work outside of these hours
Preferred Qualifications:- Certified Healthcare Access Associate (CHAA) from the National Association of Healthcare Access Management (NAHAM)
- Experience with multi-facility 2+ years of healthcare environment customer service experience
- Experience with the major Patient Access technologies currently in use, and/or other "like" systems
- Experience with Admitting, Transfer and Discharge processes
Telecommuting Requirements:- Reside within the State of Arizona, California, OR Nevada
- Ability to keep all company sensitive documents secure (if applicable)
- Required to have a dedicated work area established that is separated from other living areas and provides information privacy
- Must live in a location that can receive a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service
*All employees working remotely will be required to adhere to UnitedHealth Group's Telecommuter Policy
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.
