Patient Access Supervisor - Grass Valley, CA - UnitedHealth Group

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. 

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/firing 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.

This position is full-time. Employees are required to have flexibility to work any shift schedules during our normal business hours. It may be necessary, given the business need, to work occasional overtime. Our office is located at 155 Glasson Way, Grass Valley, CA 95945.

We offer weeks of paid training. The hours during training will be discussed.

Primary Responsibilities:

• Knows, understands, incorporates, and demonstrates the Optum360 and client Mission, Vision, and Values in behaviors, practices, and decisions.

• 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 (80%+ of work time devoted to “online staff support”) 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.

• Develops effective decision-making, communications and interpersonal relations to ensure a positive image of Optum360 and the client, and to ensure customer satisfaction, supporting and portraying strong customer service philosophies in all encounters:

• Provides timely and professional follow-up to customer complaints and issues.

• Ensures problem resolution and corrective action for long-term solution, coordinating such effort across intra and inter-departmental channels.

• Provides function-specific training, including staff orientation / onboarding and continuing education, in coordination with the Optum360 Training and Quality Assurance Program.  Cross-trains and supports the functions of all centralized patient access functions.

• Maintains work site in full operational order:

• Orders supplies and other materials in compliance with budgetary constraints.

• Maintains a neat, orderly work environment that denotes professionalism and efficiency.

• Develops job aides to assist the staff in performing work assignments.

• Responsible for the following activities:

• Selection of employees based on potential contributions, departmental culture/needs and personnel policies.  Recommends allocation of resources based on scope of goals and priorities.

• Reviews employees’ work regularly, discusses problem areas and maintains periodic documentation, as needed. Makes recommendations regarding personnel actions and follows-up, as warranted.  Mentors and coaches associate to ensure positive outcomes.

• Completes the work schedule, ensuring adequate and appropriate coverage and performance.  Serves as on-call scheduling contact and assists with coordination of staff to meet the need Manages to the department budget, minimizing Overtime, when possible

• Provides and documents employee disciplinary / corrective actions, up to and including verbal warning, referring all actions and activities to the Manager for follow-up.

• Provides input documentation to employee’s performance during orientation and annual reviews. 

• Maintains fiscal accountability for assigned area of responsibility by identifying new operational, capital and program needs, monitoring staffing allocation in alignment with customer service goals, and by meeting budget parameters.

• Analyzes and displays data in meaningful formats; develops and communicates policies/procedures and other business documentation; conducts special studies and prepares management reports, including key performance Indicators as they relate to the division (waiting/service times, staff productivity, accuracy, patient satisfaction, customer feedback, incident reporting, etc.)

• Maintains a working knowledge of applicable Federal, State, and local laws and regulations, Optum360’s Organizational Integrity Program, Standards of Conduct, as well as other policies and procedures in order to ensure adherence in a manner that reflects honest, ethical, and professional behavior.

• Other duties as needed and assigned by the Director.

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 (or higher)
• 2+ years of experience working in a hospital Patient Registration Department, hospital or physician office setting, healthcare insurance company, revenue cycle vendor, and/or other revenue cycle role. Applicable education and/or training can be used to balance a lack of experience
  

• Experience in Microsoft Excel, Word, PowerPoint, and SharePoint

• Experience with the major Patient Access technologies currently in use, and/or other “like” systems

• Ability to travel up to 10% of the time to support assigned Service Areas, dependent upon incumbent’s home location and project responsibilities
• Ability to work any shift schedules during our normal business hours

Preferred Qualifications:

• Bachelor’s Degree (or higher)

• Associate's Degree (or higher) in business/Management, Healthcare Administration, or other Healthcare discipline 

• 2+ years of experience in customer service, preferably in a healthcare environment

• 1+ years of supervisory experience

• Maintains current knowledge of Patient Access processes and systems, regulatory and 3rd party payer issues and requirements

• Basic knowledge of ICD-10 and CPT terminology.  Working knowledge of medical terminology

• Quantitative and analytical abilities to process and display data
• Ability to communicate and work with patients, physicians, associates, Optum360 / client leadership, multiple direct patient care providers and others in order to expedite the Patient Access process
• Operational knowledge of Federal and State regulations pertaining to patient admissions, as well as standards from regulatory agencies and accrediting organizations (DHS, HCFA, OSHA, TJC)

• Ability to comply with Optum360 and client policies and procedures

Soft Skills:

• Independently set and organize own work priorities for self and for the assigned team, and successfully adapt to new priorities as part of a changing environment

• Able to multi-task and work concurrently on a variety of tasks/projects in an environment that may be stressful with individuals having diverse personalities and work styles

  
  

• Strong communication skills (verbal and written) in dealing with trainees, associates, and internal/external customers
• Effective critical thinking, problem solving and decision-making skills

• Ability to handle heavy workloads and short deadlines in a positive manner

• Adapts quickly to changing conditions, assimilating new processes into job functions and taking ownership
• Demonstrated knowledge of process improvement techniques are essential to success, as is the ability to be a self-starter and work independently to move projects successfully forward

• Ability to work with a variety of individuals in executive, managerial and staff level positions

• Must be comfortable operating in a collaborative, shared leadership environment that encourages change engagement and participation, and open dialogue

• Must possess a personal presence that is characterized by a sense of honesty, integrity, and caring with the ability to inspire and motivate others to promote the philosophy, mission, vision, goals, and values of Optum360 and our client organization(s)

Physical and Work Environment:

• Able to utilize correct body mechanics during performance of physical activity such as pushing/pulling, reaching, stooping, squatting, sitting, and lifting

• Requires medium physical strength physical demands

• Primarily works indoors in offices and patient care settings

• Regularly required to drive or travel for work related duties

California Residents Only: The annual range for California residents is $56,300 - $110,400 per year. Pay is based on several factors including but not limited to education, work experience, certifications, etc. In addition to your salary, UnitedHealth Group offers benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with UnitedHealth Group, you’ll find a far-reaching choice of benefits and incentives.

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.

Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity / Affirmative Action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

UnitedHealth Group is a drug - free workplace. Candidates are required to pass a drug test before beginning employment.

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