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Manager of Financial Clearance - Optum360 - Phoenix, AZ

UnitedHealth Group

Phoenix, AZ
Job Code:
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Job Details

Manager of Financial Clearance - Optum360 - Phoenix, AZ(Job Number:725670)

The Manager of Financial Clearance is responsible for effectively leading and directing the work of assigned staff within the parameters of designated performance standards and metrics.  The manager is expected to motivate staff to achieve the highest levels of customer satisfaction and to meet the organization goals for customer service and financial performance. The Manager interacts with other departments within the Optum360 Patient Contact Center as well as within assigned client sites, as required 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 service at the Optum360 Patient Contact Center, the position has frequent contact with the Regional Patient Registration Directors and the facility Patient Registration Directors. 


Primary Responsibilities:

  • Provides system level oversight for the development of processes and initiatives designed to improve Revenue Cycle performance in assigned areas which includes:
    • Serving as the liaison between the Patient Access Contact Center and Facility-based Patient Registration activities, working with Patient Access leadership to ensure process standardization, optimization and integration
    • Responsibility for issue resolution, including but not limited to data collection, root cause analysis, reporting, mitigation action plans, and communication / follow-up related to the standardization of Patient Access activities with emphasis on Financial Clearance (Pre & Post), Upfront Collection, and Financial Counseling
    • Development and roll-out of related policies/procedures, strategy, communications, and other management components in coordination with Regional and Facility Directors
    • Oversight of reoccurring monthly and adhoc meetings to inter/intra-departmentally coordinate Patient Access activities
    • Researching and communicating payer information, including Health Insurance Exchange (HIX), Hospital Presumptive Eligibility (HPE) and other payer trends and activities
    • Other duties as assigned
  • Provides system level oversight for Optum360 client improvement programs and initiatives related to assigned Patient Access activities, working with the department’s Senior Directors, Regional Patient Registration Directors, Facility Directors, Corporate Directors and Managers, as warranted.
  • Effectively participates in sectional Quality Assurance, Patient Satisfaction, Employee Engagement and Process Improvement activities; ensuring associate understanding and commitment, as well as expected process improvement outcomes.
  • Leads by example:  promotes teamwork and operational relationships by fostering a positive, transparent and focused working environment which achieves maximum results.
  • Maintains and demonstrates 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. 
  • Knows, understands, incorporates, and demonstrates the Optum360 Mission, Vision, and Values in behaviors, practices, and decisions.
  • Serves in a leadership role and promotes positive Human Resource Management skills:
    • Interviews, selects and is accountable for the on-going development and evaluation of individuals within the area of responsibility
  • Develops associate loyalty and retention through effective associate engagement, inclusion and participation; Proactively solicits, listens to and addresses associate suggestions; Promotes a professional environment that recognizes and respects diversity   
    • Develops associate work schedules to ensure cost effective staffing that meets customer requirements, while promoting an economical, efficient workforce and considers associate work-life balance
    • Establishes, implements and evaluates on-going performance improvement programs, utilizing an interdisciplinary approach; Escalates to the Senior Director any unfavorable trends or disciplinary actions; Provides managerial follow-up related to performance, up to and including disciplinary actions and termination
    • Provides staff training and mentoring to promote growth and development of assigned resources
    • Responsible for the financial and personnel management of assigned areas
  • Provides leadership for departmental services through collaboration with customers, employees, physicians, clinics, other Optum360 / client departments and services, vendors, etc.  Scope of job duties, include and are not limited to:
    • Directly responsible for effectively managing the assigned Patient Access activities and staff members.  Demonstrated ability to interpret 3rd party payer contract requirements and recommend, design and implement procedures for compliance with regulations and standards 
    • Uses knowledge of Patient Access industry leading practices, performance metrics and monitors, and other documentation in order to expedite appropriate use of resources and ensure 3rd party payor and client compliance
    • Responsible for distributing process updates regarding criteria changes, regulation changes, process and program changes to assigned staff, ensuring their understanding and future compliance
  • Manages assigned staff in order to ensure steady workflow balance and high quality outcomes:
    • Effectively directs and facilitates a multidisciplinary team to achieve its desired outcome
    • Creates a culture supportive of personnel, fostering individual motivation, teamwork and high levels of performance and accountability, and staff retention 
    • Supports a collaborative, participative management style
    • Fosters teamwork atmosphere between business and clinical stakeholders
    • Maintains close business relationship with associates at the regional and local levels by ensuring onsite and virtual presence at regular intervals and during special events 
  • Educates physicians, physician office staff, and organizational associates regarding assigned Patient Access requirements:
    • Functions as a consultant to Regional and facility-based Patient Registration Directors, physicians, case managers and others regarding assigned performance guidelines and standards for Patient Access services 
    • Meets with individual or groups of physicians, family members, 3rd party payers, and vendors as necessary in order to facilitate the Patient Access process
  • Identifies action plans to improve the quality of services in a cost efficient manner and facilitates plan implementation.
  • Prepares required reports using statistically sound information, displaying content in easily understandable format; Escalates to the Corporate Leadership any unfavorable trends.
  • Maintains professional development and growth through journals, professional affiliations, seminars, and workshops to keep abreast of trends in revenue cycle operations and healthcare in general:
    • Participates as appropriate in continuing educational programs and activities that pertain to healthcare and revenue cycle management, as well as specific functional areas
    • Develops and implements an annual plan of personal and professional development
    • Demonstrates the competencies necessary to influence others’ behaviors toward a common dedication to the Optum360’s mission, goals, and objectives
    • Participates in local, regional and national health care revenue activities and professionally represents Optum360 at these functions
  • Other duties as needed and assigned by the Corporate Leadership or in coordination with other Optum360 Patient Access or Revenue Cycle Leadership, including but not limited to leading and conducting special projects. Develops project work plans, facilitates resource allocation, executes project tasks and obtains assistance from other intra and inter-functional resources, as required.  
  • Maintains 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
  • Professional develop of the team, assist in growing careers of team members

Job General Operations Management
Primary Location US-AZ-Phoenix
Other Location 
Organization O360 Dignity Health Front Ops
Schedule Full-time
Number of Openings 1
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UnitedHealth Group is the most diversified health care company in the United States and a leader worldwide in helping people live healthier lives and helping to make the health system work better for everyone.

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