Manager of Patient Access Operations - Atrius Health

UnitedHealth Group•Newton, MA

1d•Remote

About The Position

Under general direction, provides leadership and oversight of the operations and management of a range of domains designed to increase and improve patient access throughout Atrius. These include but are not limited to the Atrius Navigator Center, the Behavioral Health Referral Insurance Office (BH RIO), and the clinical support portion of the Nursing Resource Center. Working through subordinate supervisors, focuses on creating a seamless system and experience for patients and improving patients interactions, clinical units, payer authorization systems, and workflows to accommodate and support Atrius Health practice sites with both patient referral processes and payer requirements as well as oversight of the rollout and administration of new initiatives and programs designed to improve clinical guidance, testing, and vaccination, and schedule monitoring for access and flow issues. Ensures the smooth operations of patient and provider requests internally and externally as well as optimization of referral work queues, quality assurance and reporting within identified patient access domains. You’ll enjoy the flexibility to work remotely from anywhere within the U.S. as you take on some tough challenges.

Requirements

Bachelor’s degree in public health, health care administration or business administration, (or equivalent education, training or experience)
Certification in Epic
7+ years of progressively responsible professional level experience in healthcare operations, patient access, or a related setting including 3+ years in a supervisory capacity preferably for a claim/customer service call center team
Experience within claim/call center environment working in a diverse workforce
Experience with Performance improvement processes
Broad-based experience understanding the patient access experience and ways in which access can be improved
Customer service experience required with exposure to customer service training preferred
Knowledge of managing an expense budget
Understanding and experience working with insurance companies and plans
Fluency in medical terminology and navigating electronic medical records/systems
Excellent technical PC proficiency with all Microsoft applications
Demonstrated leadership and management skills
Proven solid organizational, interpersonal and communication skills
Proven solid organizational and problem resolution skills
Proven ability to implement procedures and processes efficiently
Demonstrated ability to function effectively in a highly-matrixed organization
Demonstrated ability to delegate and effectively supervise and plan for the timely and successful completion of objectives
Demonstrated ability to consistently meet established deadlines for deliverable or activities
Demonstrated interpersonal relationship skills to motivate others and work with providers, managers, and staff in a positive and collegial fashion
Demonstrated ability to accomplish objectives in a complex organizational structure
Demonstrated collaborative style with a history of developing and maintaining good relationships, and being accessible
Proven ability to use all electronic tools and applications relevant to the performance of the duties of the position, including but not limited to phone, keyboard, computer and computer applications
Proven ability to perform all job functions in compliance with applicable federal, state, local and company policies and procedure

Nice To Haves

Master’s degree

Responsibilities

Establishes and communicates the priorities for patient access teams (currently Atrius Navigator Center, BH RIO, and the clinical support portion of the Nursing Resource Center) for the year, based on improvement opportunities, patient care needs, and organizational initiatives
Assumes leadership role in making recommendations on service/performance enhancements and develops and oversees project plans and implementation directly or through supervisors. Facilitates the development of new and/or the improvement of existing processes and infrastructures
Partners with operational and clinical leaders to drive access-focused initiatives that create and support exceptional patient access services, patient experience, provider/staff satisfaction, growth and capacity management
Develops and leads the implementation of access strategies and projects to continually evolve patient access functions to ensure the use of front end best practices across Atrius
Ensures attainment of internal and external key performance metrics on a daily, weekly and monthly basis
Provides leadership and guidance directly and through subordinate supervisors to large staff (60+) to ensure team development and execution of tactical objectives
Manages the day-to-day activities within the Patient Access Teams to ensure adequate phone coverage and staff training and a consistently high level of customer service and smooth patient flow
In conjunction with the Director oversees development of the operational strategy for the Navigator Center, BH RIO and Resource Center
Ensures adequate staff coverage according to projected patient load and budget. Adapts as needed to unplanned events and changing circumstances
Provides administrative leadership for Patient Access Team initiatives and staff to result in a well-qualified, empowered, informed and productive work force
Oversees the implementation and ensures quality of process changes when workflow changes are needed in the department
Directs resources within the department, supports clinical management initiatives, and projects involving the use of authorizations and other related administrative medical information
Educates, motivates, leads, guides and directs all Supervisors and staff including training and onboarding
Responsible for exemplary customer service by team members
Develops, monitors, oversees and is accountable for department operating and capital budget, ensuring that operations are managed within established guidelines. Develops and implements cost saving measures as appropriate. Maximizes use of organizational resources
Develops relevant reporting and analysis processes and ensures their dissemination to the practice staff and senior leadership
Captures and analyzes data to respond to patient complaints and provides necessary feedback to Director and support staff. Drives a process to resolve patient problems or complaints related to the Navigator Center, BH RIO and Resource Center. May be directly involved as needed
Generates audits and compiles relevant management and clinical reports to ensure accuracy of statistics and integrity of existing systems. Implements appropriate system or process modification
Prepares composite reports from individual reports by subordinates
Creates, maintains and makes changes as necessary to departmental policies and procedures manuals
Represents patient access teams on organizational teams and committees
Develops and implements new processes between Nursing Resource Center Medical Secretaries and Nurses. Partners with the Nurse Manager to ensure reliable safe handoff and efficient processing of patient requests
Works with vendors including staffing agencies and payers
Content matter expert in Epic related projects and upgrades
Performs other duties as assigned
Supervises large group of clinical and non-clinical exempt and nonexempt staff, including subordinate supervisors
Carries out supervisory responsibilities within areas of responsibility in accordance with the organization's policies and applicable laws
Provides direction and support to staff to assure departmental effectiveness and efficiency
Responsibilities include interviewing, selecting, orienting and training employees; planning, assigning, and directing work; evaluating performance; rewarding and disciplining employees; reviewing personnel actions of subordinates and addressing complaints and resolving problems
Working with the Director, develops competencies, evaluation and training tools for staff to ensure desired levels of service and performance excellence
Monitors individual, team and call center results to identify and act on both positive and negative performance trends to ensure attainment of goals and performance targets
Monitors service calls to observe employee demeanor, technical accuracy and conformity to company policies
Answers questions and recommends corrective services to address customer complaints
Provides communication and follow up to ensure representatives are fully informed of all new information related to processes, customer needs and organization related issues, changes or actions
Determines work procedures, prepares work schedules and expedites workflow
Studies and standardizes processes to improve efficiency of subordinates
Maintains harmony among workers and resolves grievances