Supervisor of Medical and Clinical Operations

UnitedHealth Group•Waukesha, WI

6h•$60,200 - $107,400•Onsite

About The Position

This position is the evening & overnight Supervisor of Waukesha Memorial Hospital. The position is full-time, Monday – Friday, primarily covering the evening shift 3:00pm-11:00pm, and overnight shift 11:00pm – 7:00am. Our office is located at 725 American Ave, Waukesha, WI. Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together.

Requirements

High School Diploma/GED
2+ years of current experience working in healthcare call center operations, medical office administration, admitting / registration, OR scheduling
1+ years of leadership / team lead experience
Intermediate level of proficiency with Microsoft Word (create correspondence and work within templates) and Microsoft Outlook (email and calendar management)
Ability to travel up to 10%25 of the time to our other local healthcare facilities
Ability to work Monday – Friday primarily covering the evening shift from 3:00pm-11:00pm, and overnight 11:00pm – 7:00am shift
Ability to be on call ~every 5th weekend
Must be 18 years of age OR older

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