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 Director is responsible for effectively leading and directing the work of patient access leaders and staff within the parameters of designated performance standards and metrics. The Director 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 Director has extensive responsibility for client executive satisfaction, interdepartmental collaboration, strategic objectives and continuous improvement.
Primary Responsibilities:
- Provides department and client level oversight for the development of processes and initiatives designed to improve Revenue Cycle performance in assigned areas which includes:
- Demonstrating excellent customer services skills by facilitating communication between client leadership, patients, supporting teams, and payors
- Development, deployment, and improvement of the Optum Global Operations Model, The Optum Performance System (TOPS), and other major organizational initiatives
- 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 Registration, Financial Clearance, Patient Liability Estimation, Authorization and Referral Management, and Insurance Discovery
- Oversight of reoccurring monthly and adhoc meetings to inter/intra-departmentally coordinate Patient Access activities
- Development and roll-out of related policies/procedures, strategy, communications, and other management components in coordination with senior internal and external leadership
- Technology Integration/IT Liaison
- Effectively participates in team level 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. Develops relationships and partnership with a wide variety of internal and external leadership stakeholders
- Maintains and demonstrates expert knowledge of the application of Patient Access processes and best practices; drives the integration of OptumInsight Provider Patient Access related business objectives within the client environment
- Knows, understands, incorporates, and demonstrates the Optum 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 senior leadership 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
- Financial and personnel management of assigned areas
- Educates client executives, leaders, physicians, physician office staff, and organizational associates regarding assigned Patient Access requirements, success, and areas for improvement
- Prepares required reports using statistically sound information, displaying content in easily understandable format; Escalates to the senior leadership any unfavorable trends
- Other duties as needed and assigned by the Regional Director or in coordination with other OptumInsight Provider 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, Optum'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
- Other duties as assigned
Required Qualifications:
- 4+ years of experience working as a Patient Access Manager or Director in an acute hospital setting.
- 5+ years of supervisory or leadership experience within Revenue Cycle environment
- Proficiency with Microsoft Excel, Word, PowerPoint
Preferred Qualifications:
- Certification within Healthcare Financial Management Association (HFMA) and/or the National Association of Healthcare Access Management (NAHAM)
- 7+ years of healthcare industry and revenue cycle experience
- Experience leading or participating in large Patient Access-related IT implementations
- Experience with the major Patient Access technologies currently in use (MS4 /Cerner), and/or other "like" systems
- Excellent organizational skills (ability to multi-task, 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)
California Residents Only: The salary range for this role is $88,000 to $173,200 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).
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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