Patient Access Director-Redwood City, CA

UnitedHealth Group•Redwood City, CA

7d•Onsite

About The Position

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together. The Patient Access Director is responsible for effectively leading and directing the work of assigned staff within the parameters of designated performance standards and metrics. The Patient Access Director is expected to motivate staff to achieve the highest levels of customer satisfaction and to meet the organization goals for customer service and financial performance. The Patient Access Director interacts with other departments within the assigned client site(s), and serves as a representative of the corporate Patient Access Revenue Cycle Operations department. The incumbent attends managerial meetings as required and supports the core values of Optum360, which is an integral part of this position. Although this position is primarily focused upon the provision of service at the Facility (Hospital and/or Clinics), the position has frequent contact with the Regional Patient Registration Directors and the Corporate Patient Registration Directors and Managers, as well as facility-based clinical and administrative leadership. 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.

Requirements

6+ 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
5+ years of experience in a Supervisory/management role in Revenue cycle, Patient Access in an acute care hospital setting
4+ years of experience related to patient access (pre-registration/registration/financial clearance) including an emergency department
Experience with the Patient Access technologies
Solid knowledge of compliance and all admitting functions
Acute Care Facility Patient Access Department leadership experience, managing one or more functional areas of: Patient Scheduling, Pre-Service / Financial Clearance, Registration, Financial Counseling, or other management functions related to revenue cycle activities in a complex, multi-site environment
Ability to work on-site at Dignity Health-Sequoia Hospital (5 days onsite per week)
Intermediate or greater level of proficiency with Microsoft Excel, Word, PowerPoint

Nice To Haves

10+ years of substantial experience and career growth in Revenue Cycle leadership role
Certification within Healthcare Financial Management Association (HFMA) and/or the National Association of Healthcare Access Management (NAHAM)
Experience leading or participating in large Patient Access-related IT and/or Contact Center program implementation
Excellent interpersonal skills and the ability to work with multi-disciplinary departments
Ability to analyze and solve tasks to ensure optimal outcomes
Excellent organizational skills required (ability to multi-task, produce rapid turnaround, and effectively manage multiple projects)
Exemplary level leadership and business driver skills (ability to make hard decisions focusing upon operational goals and business requirements)
Exemplary level ability to influence change and serve as primary change agent
Demonstrated client service orientation
Solid program management skills with the ability to lead and manage multiple, concurrent running projects, prioritize tasks and adapt to frequent changes in departmental priorities. Ability to recognize necessary changes in priority of tasks and allocation of resources, and bring them to the attention of Optum360 leadership, as required. Demonstrated knowledge of process improvement techniques are essential to success, as is the ability to be a self-starter and work independently to move projects successfully forward
Ability to work with a variety of individuals in executive, managerial and staff level positions. The incumbent frequently interacts with staff at the Corporate/National, Regional and Local organizations. May also interact with external parties, such as financial auditors, third party payer auditors, consultants, and various hospital associations
Ability to negotiate with insurance vendors, medical directors, and 3rd party payers when appropriate in order to facilitate the delivery of care in the most appropriate setting
Operational knowledge of Federal and State regulations pertaining to patient admissions, as well as standards from regulatory agencies and accrediting organizations (DHS, HCFA, OSHA, TJC)

Responsibilities

Provide system level oversight for the development of processes and initiatives designed to improve Revenue Cycle performance in assigned areas
Provide system level oversight for Optum360 client improvement programs and initiatives related to assigned Patient Access activities, working with the department’s Senior Directors, Regional Patient Registration Directors, Corporate Directors and Managers, and Facility leadership, as warranted
Effectively participate in Patient Access Quality Assurance, Patient Satisfaction, Client Satisfaction, Employee Engagement and Process Improvement activities; ensuring associate understanding and commitment, as well as expected process improvement outcomes
Lead by example: promotes teamwork and operational relationships by fostering a positive, transparent and focused working environment which achieves maximum results
Maintain and demonstrate expert knowledge of the application of Patient Access processes and best practices; drives the integration of Optum360 Patient Access related business objectives within the client environment
Know, understand, incorporate, and demonstrate the Optum360 Mission, Vision, and Values in behaviors, practices, and decisions
Serve in a leadership role and promotes positive Human Resource Management skills
Provide leadership for departmental services through collaboration with customers, employees, physicians, clinics, other Optum360 / client departments and services, vendors, etc.
Manage assigned staff in order to ensure steady workflow balance and high quality outcomes
Educate physicians, physician office staff, and organizational associates regarding assigned Patient Access requirements
Identify action plans to improve the quality of services in a cost efficient manner and facilitates plan implementation
Prepare required reports using statistically sound information, displaying content in easily understandable format; Escalates to the Regional Director any unfavorable trends
Maintain professional development and growth through journals, professional affiliations, seminars, and workshops to keep abreast of trends in revenue cycle operations and healthcare in general
Perform other duties as needed and assigned by the Regional Director or in coordination with other Optum360 Patient Access or Revenue Cycle Leadership, including but not limited to leading and conducting special projects
Develop project work plans, facilitates resource allocation, executes project tasks and obtains assistance from other intra and inter-functional resources, as required
Maintain a working knowledge of applicable federal, state, and local laws and regulations, Optum360’s Compliance, 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