Supervisor of Medical and Clinical Operations

UnitedHealth Group•Waukesha, WI

19h•$60,200 - $107,400•Onsite

About The Position

This position is first shift Supervisor of Waukesha Memorial Hospital. This position is full-time, Monday - Friday, primarily covering the day hours for operations. Employees are required to have flexibility to work any of our shift schedules during our normal business hours of 5:00 am - 8:00 pm. You will be covering the Neuro/IVP, behavioral health, and various hospital areas including Emergency department, switchboard operations, admitting & registration and information desk. It may be necessary, given the business need, to work occasional overtime. We offer weeks of on-the-job training. The hours during training will be 5:00 am - 8:00 pm. At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone–of every race, gender, sexuality, age, location, and income–deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups, and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes — an enterprise priority reflected in our mission. UnitedHealth Group is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations. UnitedHealth Group is a drug - free workplace. Candidates are required to pass a drug test before beginning employment.

Requirements

High School Diploma / GED OR equivalent work experience
Must be 18 years of age OR older
2+ years of experience working in healthcare call center operations, medical office administration, admitting / registration, OR scheduling
1+ years of leadership / team lead experience
Ability to travel up to 10%25 of the time to our other local healthcare facilities
Ability to be on call every 5th weekend
Intermediate level of proficiency with Microsoft Word (create correspondence and work within templates) and Microsoft Outlook (email and calendar management)
Ability to work full-time, Monday - Friday, primarily covering the day hours for operations. Employees are required to have flexibility to work any of our shift schedules during our normal business hours of 5:00 am - 8:00 pm. You will be covering the Neuro/IVP, behavioral health, and various hospital areas including Emergency department, switchboard operations, admitting & registration and information desk. It may be necessary, given the business need, to work occasional overtime

Nice To Haves

Experience with Microsoft Excel (data entry, sort / filter, and work within tables)

Responsibilities

Investigates, resolves, and documents patient, physician, and customer inquiries and concerns
Leads Patient Satisfaction and Service Excellence Initiatives within the department
Develops and implements action plans to improve service
Maintains metrics and statistics assigned
Measures and monitors staff productivity and quality. Performs quality audits on staff and provides feedback and education based on results
Completes staff performance scorecards to monitor quality, productivity, and service levels
Tracks department errors, develops monthly reports, monitors trends, and educates staff and customers as appropriate
Ensures employee schedules and timecards are edited and maintained accurately and timely. Authorizes staff timecards as assigned
Works assigned work queues and work lists to completion and troubleshoots and removes barriers
Maintains and demonstrates expertise to function as a resource for staff, other departments and patients
Communicates complete information to staff and customers using active listening and verifies understanding of requirements in order to successfully complete patient access processing
Actively and effectively leads and investigates access issues to facilitate staff education and issue resolution. Proactively escalates issues as necessary
Supervises assigned systems/processes and report sets to ensure optimal efficiency
Demonstrates the Leadership Attributes as assigned by their leader. Provide leadership in accordance with the outlined behaviors to achieve service excellence, organizational goals, values, regulatory compliance and fiscal responsibility
Provides input to Manager or Director for capital, operating and staffing budgets. Provide fiscal oversight of allocated resources, assets and expenses
Makes recommendations to adjust for variations in projected budget income caused by fluctuating volumes and other external forces
With input and support from the Manager or Director, provide Human Resources leadership to direct reports through effective hiring, orientating, training, mentoring and coaching
Provide ongoing recognition, feedback and development, holding staff accountable for success
Ensure appropriate resources are provided for staff
Provide input for a staffing plan that meets both customer expectations and financial constraints
Create an environment where Employee Engagement feedback facilitates positive change
Provides leadership to direct reports in the execution of work plans and short-term goals. Implement department level changes to supporting processes and systems
Supports the implementation of solutions to department level challenges
Implements and completes department goals