Job Abstract

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.

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
• 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 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
• 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 employees' 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 Manager

Youll 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 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
• Knowledge of Patient Access processes and systems, regulatory and 3rd party payer issues and requirements
• 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
• Proficiency with Microsoft Excel, Word, PowerPoint

Preferred Qualifications:

• Certified Healthcare Access Associate (CHAA) from the National Association of Healthcare Access Management (NAHAM)
• 2+ years of experience in customer service, preferably in a healthcare environment
• 1+ years of supervisory experience
• Basic knowledge of ICD-9 (10) and CPT terminology
• Working knowledge of medical terminology
• 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 $58,300 to $114,300 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, youll 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 everyoneof every race, gender, sexuality, age, location and incomedeserves 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 employers 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