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Patient Access Supervisor

3 months ago

Woodland, California, United States Optum Full time
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 jobspecific 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 fillin 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 oncall 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 decisionmaking, communications and interpersonal relations to ensure a positive image of Optum360 and the client, and to ensure customer satisfaction, supporting and portraying solid customer service philosophies in all encounters:
  • Provides timely and professional follow-up to customer complaints and issues
  • Ensures problem resolution and corrective action for longterm solution, coordinating such effort across intra and interdepartmental channels
  • Provides functionspecific training, including staff orientation/onboarding and continuing education, in coordination with the Optum360 Training and Quality Assurance Program. Crosstrains 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 followsup, as warranted. Mentors and coaches associates to ensure positive outcomes
  • Completes the work schedule, ensuring adequate and appropriate coverage and performance. Serves as oncall 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 followup
  • 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
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 succ