Patient Access Manager - Onsite - San Francisco, CA - Optum

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.

The Patient Access Manager is Responsible for the 24/7 operations of all Patient Access Service areas. The Manager will guide revenue cycle team members supporting registration, pre-registration and overall financial clearance for both scheduled and unscheduled services.

Solid operational knowledge and performance of revenue cycle processes to include DNFB, POS, MS4 host system, JCAHO, CDPH and CMS regulations allowing for compliant and timely release of claims for billing. A leader with solid communication and team building skills responsible for sustaining both team member and patient satisfaction metrics. Ability to interact and be the face of Optum with client in day-to-day operations.

Responsible for effectively assisting the Facility Director with the work of assigned staff within the parameters of designated performance standards and metrics. The Facility Manager is expected to motivate Supervisors and Managed staff to achieve the highest levels of customer satisfaction and to meet the organization goals for customer service and financial performance. The Facility Manager interacts with other departments within the assigned client site(s) and serves as a representative of the corporate Patient Access Revenue Cycle Operations department. The incumbent attends managerial meetings as required and supports the core values of Optum360, which is an integral part of this position.

Although this position is primarily focused upon the provision of services at the Facilities, (St John Regional Medical Center and St John Hospital Camarillo) the position directly reports to the Facility Director and has frequent contact with Regional Patient Registration Leaders, as well as facility-based clinical and administrative leadership. Primary focus is the leadership, training, and mentoring of all registration staff.

Primary Responsibilities:

• Effectively Manage Supervisors, monitor / assure positive accountability culture between Managed staff and Management


• Effectively conduct mentorship and training for Supervisors and Team Leads


• Ability and available to cover Supervisor duties & work any shift when needed to improve process in patient access areas


• Assist Director to provide system level oversight for the development of processes and initiatives designed to improve Revenue Cycle performance in assigned areas


• Assist Director to provide system level oversight for Optum360 client improvement programs and initiatives related to assigned Patient Access activities, working with the department’s Director, Senior Directors, Regional Patient Registration Directors, Corporate Directors and Managers, and Facility leadership, as warranted


• Effectively participate in Patient Access Quality Assurance, Patient Satisfaction, Client Satisfaction, Employee Engagement and Process Improvement activities, ensuring associate understanding and commitment, as well as expected process improvement outcomes


• Lead by example promotes teamwork and operational relationships by fostering a positive, transparent and focused working environment which achieves maximum results


• Maintain and demonstrate expert knowledge of the application of Patient Access processes and best practices; drives the integration of Optum360 Patient Access related business objectives within the client environment


• Know, understand, incorporate, and demonstrate the Optum360 Mission, Vision, and Values in behaviors, practices, and decisions


• Serve in a leadership role and promotes positive Human Resource Management skills


• Provide leadership for departmental services through collaboration with customers, employees, physicians, clinics, other Optum360 / client departments and services, vendors, etc.


• Manage assigned staff in order to ensure steady workflow balance and high-quality outcomes


• Educate physicians, physician office staff, and organizational associates regarding assigned Patient Access requirements


• Identify action plans to improve the quality of services in a cost-efficient manner and facilitates plan implementation


• Prepare required reports using statistically sound information, displaying content in easily understandable format; escalates to the Facility Director any unfavorable trends


• Maintain professional development and growth through journals, professional affiliations, seminars, and workshops to keep abreast of trends in revenue cycle operations and healthcare in general


• Perform other duties as needed and assigned by the Facility Director or in coordination with other Optum360 Patient Access or Revenue Cycle Leadership, including but not limited to leading and conducting special projects


• Assist Facility Director with project work plans, facilitates resource allocation, executes project tasks and obtains assistance from other intra and inter-functional resources, as required


• Maintain a working knowledge of applicable federal, state, and local laws and regulations, Optum360’s Compliance, 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

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:

• 4+ years of experience working in an acute care hospital


• 3+ years working in a supervisory/management position as a leader of a Patient Access Dept in an acute setting


• Experience with the major Patient Access technologies


• Proven knowledge of compliance and all admitting functions


• Intermediate or greater level of proficiency with Microsoft Excel, Word, PowerPoint

You will be asked to perform this role in an office setting or other company location

Preferred Qualifications:

• Healthcare trade certifications


• Acute Care Facility Patient Access Department leadership experience, managing one or more functional areas of: Patient Scheduling, Pre-Service / Financial Clearance, Registration, Financial Counseling, presenting data to employees and leadership, hiring, coaching, training, or other management functions related to revenue cycle activities in a complex, multi-site environment


• Experience leading or participating in large Patient Access-related IT and/or Contact Center program implementation

Soft Skills:

• Excellent interpersonal skills and the ability to work with multi-disciplinary departments


• Excellent presentation skills; comfortable presenting information to large groups


• Ability to analyze and solve tasks to ensure optimal outcomes


• Excellent organizational skills required (ability to multitask, produce rapid turnaround, and effectively manage multiple projects)


• Exemplary level leadership and business driver skills (ability to make hard decisions focusing upon operational goals and business requirements)


• Exemplary level ability to influence change and serve as primary change agent


• Demonstrated client service orientation


• Proven program management skills with the ability to lead and manage multiple, concurrent running projects, prioritize tasks, and adapt to frequent changes in departmental priorities. Ability to recognize necessary changes in priority of tasks and allocation of resources, and bring them to the attention of Optum360 leadership, as required. 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. The incumbent frequently interacts with staff at the Corporate / National, Regional and Local organizations. May also interact with external parties, such as financial auditors, third party payer auditors, consultants, and various hospital associations


• Ability to negotiate with insurance vendors, medical directors, and 3rd party payers when appropriate in order to facilitate the delivery of care in the most appropriate setting


• 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)

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records

California Residents Only: The salary range for this role is $70,200 to $137,800 annually. Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. UnitedHealth Group complies with all minimum wage laws as applicable. 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.