This position is responsible for assisting the Patient Access Leadership in managing daily operations within the assigned client Facility or within the Patient Access Contact Center operations. Supplements staff training, coaching and support; issue identification, assessment and resolution; and technical support within the assigned work environment in order to achieve desired outcomes and compliance with Optum360 and client policies/procedures and standards. Provides input in hiring/termination decisions, as well as performance appraisals. May perform quality reviews and analysis to support internal controls, monitor employee performance and assist in staff development, retention and selection. Serves as relief support and a “super user” for new programs, processes, and technologies. Works on-call schedule, as required.
Primary Responsibilities:
- Provides operational guidance and support to assigned staff under the direction of the Patient Access Manager, disseminates policy/procedure updates, and supports coverage of other departmental divisions, as required
- Serves as technical advisor and resource to staff and the Manager
- Responsible for the development of associate work schedules and assignments to ensure cost effective staffing providing optimal workflow needs that meets performance requirements
- Performs job-specific accountabilities of relief staff or other job functions as assigned by the Manager, or as required to meet expectations
- Thorough knowledge of all aspects of Patient Access services and skills to successfully fill-in any position and/or work at multiple sites within a Facility or within multiple Facilities, fully meeting performance expectations and standards
- Works varying hours and/or on-call schedule, as required
- In coordination with the Manager may participate in the redesign of Patient Access processes and systems to improve service, data integrity, and staff productivity/quality to achieve departmental goals and process outcomes
- The supervisor is expected to support the Patient Access team members to achieve the highest level of customer satisfaction and to meet the organization goals for customer service and financial performance
You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.
Required Qualifications:
- High School diploma/GED
- 4+ years of experience working in a hospital Patient Registration Department, physician office setting, healthcare insurance company, revenue cycle vendor, and/or other revenue cycle role
- Experience with the major Patient Access technologies currently in use, and / or other like systems
- Proficiency with Microsoft Excel, Word, PowerPoint
- Current knowledge of Patient Access processes and systems, regulatory and 3rd party payer issues and requirements
- Full COVID-19 vaccination is an essential requirement of this role. Candidates located in states that mandate COVID-19 booster doses must also comply with those state requirements. UnitedHealth Group will adhere to all federal, state and local regulations as well as all client requirements and will obtain necessary proof of vaccination, and boosters when applicable, prior to employment to ensure compliance
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