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Patient Access Supervisor, Phoenix, AZ

UnitedHealth Group


Location:
Phoenix, AZ
Date:
09/05/2017
2017-09-052017-10-04
Job Code:
1774723
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Job Details


Patient Access Supervisor, Phoenix, AZ(Job Number:725851)
Description

If you want to achieve more in your mission of health care, you have to be really smart about the business of health care. Challenge yourself, your peers and our industry by shaping what health care looks like and doing your life's best work.(sm)

 

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.

 

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 work flow 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
    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 associates 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

Job General Operations Management
Primary Location US-AZ-Phoenix
Other Location 
Organization O360 Dignity Health Front Ops
Schedule Full-time
Number of Openings 1
Apply on the Company Site

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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