Patient Access Supervisor

UnitedHealth Group•Los Angeles, CA

23h•$60,200 - $107,400•Remote

About The Position

This position is Remote in AZ, CA, or NV. You will have the flexibility to work remotely as you take on some tough challenges. 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 to start Caring. Connecting. Growing together. As part of the UnitedHealth Group family of businesses, we’re a dynamic new partnership formed by Dignity Health and Optum. We’ll count on your professionalism, expertise, and dedication help ensure that our patients receive the quality of care they need. So, if you’re looking for a place to use your passion, your ideas and your desire to drive change, this is the opportunity for you. 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.

Requirements

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%25 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

Nice To Haves

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

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%25+ 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.