Patient Access Team Lead

UnitedHealth Group • Sussex, WI

79d • $20 - $35 • Onsite

About The Position

Explore opportunities with Optum, in strategic partnership with ProHealth Care. ProHealth Care is proud to be a leader in health care services, serving Waukesha County and the surrounding areas for more than a century. Explore opportunities across the full spectrum of care as you help us improve the well-being of the community with your skills, compassion and innovation. Be part of a collaborative environment that strives for excellence, nurtures respect and ensures high-quality care delivery to our patients. Join us in making an impact as an Optum Team Member supporting Pro Health Care and discover the meaning behind Caring. Connecting. Growing together.

Requirements

• High School Diploma/GED (or higher)
• 2+ years of healthcare experience
• 2+ years of scheduling experience in a medical setting
• Must be 18 years of age OR older

Nice To Haves

• Previous leadership experience

Responsibilities

• Demonstrates a high level of performance in the Patient Access Center employee role and effectively establish, prioritize, and balance the various duties of both the lead and employee roles
• Provide first level support to the Patient Access team
• Assist with the development and tracking of department metrics and will provide reports and updates on care access or patient access activities
• Responsible for the monitoring of daily operational functions of the Access departments and will have daily interaction with patients and customers of ProHealth Care and must have demonstrated excellent customer service skills
• Provides instruction and guidance to the Access team members to improve efficiency, quality, and productivity
• Serves as a resource for staff, which includes when other department leadership members are not present
• A Subject Matter Expert who provides education / training to staff to support and enhance department goals and the patient experience
• Monitors the call and EPIC queue volumes and onsite patient volumes to ensure timely customer response, troubleshooting any issues or problems throughout the day to obtain resolution
• Monitors and reviews the work of others and reports non-compliance and / or performance concerns to department leadership
• Assist with escalated communications and onsite patient concerns; provides coaching and resolutions to team members in a timely manner
• Comprehends and verbalizes processes and procedures of the department
• Identifies system and workflow improvements to enhance the team's efficiency
• Analyzes problems and provides correct information and solutions
• Assists with department orientation and training of staff
• Maintains a high-quality work environment so other team members are motivated to perform at their highest level
• Establishes and maintains effective relationships with team members
• Assists with access operations team scheduling; may be assigned on-call rotation for locations with on-call
• Assists with department staff meetings and agendas
• Performs a variety of tasks and assignments including special projects
• Practices active listening skills
• Change Agent that supports the growth of the department
• Excellent Communication skills
• Working team member assisting with incoming and outgoing duties and other daily ancillary tasks for Access departments

Benefits

• Paid Time Off which you start to accrue with your first pay period plus 8 Paid Holidays
• Medical Plan options along with participation in a Health Spending Account or a Health Saving account
• Dental, Vision, Life & AD&D Insurance along with Short-term disability and Long-Term Disability coverage
• 401(k) Savings Plan, Employee Stock Purchase Plan
• Education Reimbursement
• Employee Discounts
• Employee Assistance Program
• Employee Referral Bonus Program
• Voluntary Benefits (pet insurance, legal insurance, LTC Insurance, etc.)

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Insurance Carriers and Related Activities
• Education Level: High school or GED