Patient Access Team Lead

UnitedHealth Group•Waukesha, WI

3d•$20 - $36•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. Hours: Ability to work 8-hour shifts between the hours of 6:30am to 8:00pm CST, Monday- Friday Location: 725 American Ave, Waukesha, WI We offer 4 - 8 weeks of paid training. The hours of training will be based on your schedule or will be discussed on your first day of employment.

Requirements

High School Diploma / GED
2+ years of healthcare experience
2+ years of scheduling experience in a medical setting
Ability to work any 8-hour shift between the hours of 6:30 AM - 6:15 PM CST Monday-Friday
Must be 18 years of age OR older

Nice To Haves

Previous leadership experience
Adaptability
Problem solving abilities
Ability to work in a collaborative setting
Ability to multi-task
Good critical thinking skills

Responsibilities

Demonstrates a high level of performance in the Patient Access employee role and effectively establish, prioritize, and balance the various duties of both the lead and employee roles
Support both our Neuroscience department and Behavioral Health
Provide first level support to the Patient Access team
A technical professional who assists 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.
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