Patient Services Supervisor

UnitedHealth Group•West Nyack, NY

2d•$60,200 - $107,400•Onsite

About The Position

Optum NY/NJ is seeking a Patient Services Supervisor to join their team in West Nyack, NY. Optum is a clinician-led care organization focused on improving healthcare. As a member of the Optum Care Delivery team, you will contribute to making healthcare better for everyone. Optum provides clinical resources, data, and support to help patients live healthier lives, offering an exceptional career experience that empowers employees to live their best lives at work and at home. This role offers the fulfillment of advancing community health and the excitement of contributing new practice ideas that could improve care for millions. The Patient Services Supervisor is responsible for completing set processes and protocols, working cooperatively with the care team to support the organization's vision and mission, delivering excellent customer service, and adhering to Lean processes. This role supports the team in meeting financial, clinical, and service goals, managing daily operations of the Patient Services Department, and providing leadership and guidance to staff.

Requirements

High School Diploma/GED
2+ years of supervisory/leadership experience overseeing 12+ employees
2+ years in a healthcare setting
Intermediate level of computer proficiency (including the ability to work on multiple web browsers using dual monitors at the same time including Microsoft Outlook)
Ability to travel to other offices if needed

Nice To Haves

Experience working with electronic health records
Experience working with scheduling programs for patients and doctors
Experience in scheduling for multiple staff
Knowledge and ability to learn and apply job functions, and minimal medical terminology knowledge

Responsibilities

Adheres to standards of professionalism set by the Practice
Maintains professional appearance by adhering to dress code and wearing identification badge
Demonstrates and maintains professionalism in behavior and courtesy toward patients and staff
Respects confidentiality and is HIPAA compliant in all aspects of communication regarding patient, Practice and staff members
Functions as a member of a team committed to quality patient care
Takes initiative to keep informed of new/revised Policy and Procedures, Standards of Care and incorporates these into practice
Maintains a working knowledge of Practice Policy and Procedures; effectively communicates information regarding the Practice to those who require it
Attends and contributes to regularly scheduled department Supervisors meetings and Medical Home Meetings
Facilitates department meetings /huddles
Provides and administers training for Quarterly Patient Services staff meetings
Completes Mandatory Education timely and consistently
Handles difficult situations and people with tact, professionalism and H.E.A.R.T.
Demonstrates good judgment in escalating difficult situations and people to Management personnel
Demonstrates flexibility in scheduling and/or traveling to meet patient and office needs
May be required to assist with coverage during time of staffing shortages and may occasionally require travel
May be required to travel to other sites to provide support
Demonstrates professionalism in attendance & punctuality
Monitor timesheets and document number of unauthorized or unscheduled absences, a pattern of before and after weekend absences, tardiness and early departures, and long meal periods in accordance with the policy
Maintains and promotes a positive work attitude fostering teamwork and acceptance of management decisions
Assists staff whenever possible, to achieve office goals / patient satisfaction
Works independently, takes initiative in completing assignments and does so without reminder
Reviews MD schedules in advance to assure adequate staffing for specific suites and locations and sends out a Daily Staffing Plan
Completes all miscellaneous work i.e. projects, reports, process improvement initiatives, etc. assigned by Physician, Director of Operations or the Director of Patient Services accurately and in a timely fashion
Maintains supply inventories and equipment necessary for the effective performance of the department/location
Maintains a neat, organized, orderly environment in the reception and waiting room areas including business cards, brochures, signage, etc.
Administers Patient Services Department Orientation process including Part A and Part B Department checklists to new employees as needed. The Part A entails conducting New Hire Orientation including department policy and procedure review, job description review and basic overview of department operations. Also provides new hires with a work schedule and assures access to Outlook, EPIC and GTS. The Part B utilizes a competency exercise to evaluate compliance with department policies and procedures
Assists with training and implementing new software systems, i.e. Sparq, Epic, GTS, etc.
Monitors all Patient Services staff compliance through daily audits of encounters, work queues, copay collection and mandatory education reports and on-site departmental observation audits to ensure quality, accuracy, and compliance with registration and billing requirements
Identifies staff that need retraining and provides additional education and support
Implements supplemental training sessions as needed
Provide feedback and competencies to Director of Patient Services / Assistant Director of Patient Services as it relates to Patient Services policies and procedures for staff Performance Evaluation purposes
Works with Patient Services Educators and the Manager of Patient Services to communicate policy and procedure to Patient Services staff and identifies opportunities for training to ensure quality, accuracy, and compliance with all policies and procedures
Develops and maintains employee work schedules; reviews physician schedules to evaluate for adequate staffing
Organizes coverage for attendance of Patient Services personnel during training sessions
Serves as the on-call supervisor whenever the building is open, including weekends and holidays, to ensure continuous operational oversight and support. Supervisors will utilize their personal phone during on-call shifts to remain accessible and responsive to urgent needs
Actively demonstrates good oral and written communication skills with both internal and external customers
Implement and support the LEAN processes i.e. Standard work, Huddles, etc.
Works with a sense of urgency
Oversees and performs (when and or/if necessary) all essential task skills of the Patient Services Representative and Patient Services Team Leader
Maintains regular and effective communication with the Director, Assistant Director, and Manager to align goals, escalate concerns, and support departmental initiatives
Be responsible for responding to Issue Trak submissions and patient complaints in a timely and professional manner, with a commitment to resolving concerns within 24 hours. Promoting effective communication and proactive problem-solving, you will help uphold the high standards of service that our organization is known for
Actively participates in the interview process for new hires, assessing candidates for role fit, team alignment, and organizational values
Leads the onboarding process for new hires, ensuring a smooth transition into the team through orientation, initial training, and ongoing support
Performs other duties as assigned