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Manager of Field Services

4 weeks ago

Hialeah, United States Optum Full time

Opportunities at Change Healthcare, part of the Optum family of businesses. We are transforming the health care system through innovative technology and analytics. Find opportunities to make a difference in a variety of career areas as we all play a role in accelerating health care transformation. Help us deliver cutting-edge solutions for patients, hospitals and insurance companies, resulting in healthier communities. Use your talents to improve the health outcomes of millions of people and discover the meaning behind: Caring. Connecting. Growing together.   


The Manager of Field Services is responsible for effectively managing operations and delivering a high level of customer service to a specific facility or multiple facilities within a geographic region. Reporting to the Director, Operations, this role is responsible for leading a team of Healthcare Representatives to ensure the highest level of customer service possible to assigned accounts. This role works collaboratively with field leadership and with other leadership across Change Healthcare. 


Primary Responsibilities:

  • Operations
    • Leads a team of Healthcare Representatives responsible for providing high quality client focused services by using knowledge of local, state and federal program requirements to efficiently maintain and update general applicant information to support client applications
    • Ensuring the quality and quantity of claims taken and ensures that claims are submitted / resolved timely. Ensures that claim status is documented appropriately in the system
    • Review inventory reports and ensure all actions are taken accurately and provide employee feedback
  • Reporting and metrics for assigned territory. Provides recommendations based on reporting
    • Ensures the appropriate coverage is available within assigned area
    • Monitors and fosters ongoing communications with government agencies regarding the status of claims
    • Manages all customer relationships in accordance with Change Healthcare policy and federal/state regulations
  • Team Leadership
    • Fosters teamwork by actively encouraging team members to work together and by setting the right example
    • Proactively manages change by demonstrating the ability to support innovation and organizational changes needed to improve the organization's effectiveness
    • Manages team performance setting clear goals and expectations, tracking progress against the goals, ensuring feedback, and addressing performance problems and issues promptly
    • Communicates effectively and ensures that information is passed on to others who should be kept informed
    • Develops others by demonstrating the ability to delegate responsibility and to work with others and coach them to develop their capabilities. Ensures that all staff receives the training necessary to be successful
    • Works with the team members on development planning and provides growth opportunities within Change Healthcare as appropriate
    • When staffing needs arise, partners closely with Talent Acquisition to interview and hire the best talent
    • Builds collaborative relationships by developing, maintaining, and strengthening partnerships with others inside or outside the organization who can provide information, assistance, and support   


Location: Onsite at Jackson Memorial Main Location with possible travel to other Jackson facilities as needed.


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 succeed in your role as well as provide development for other roles you may be interested in.

Required Qualifications:

  • 3+ years of experience with Medicaid, disability, Social Security and/or healthcare
  • Experience working in a hospital setting or clinical patient facing role
  • Intermediate knowledge of Microsoft Office (Excel, Work, PowerPoint) and experience working on a tablet
  • Reliable Transportation


Preferred Qualifications:

  • 2+ years of experience as a Patient Advocate or Healthcare Representative
  • People management experience 
  • Thorough knowledge of SSA/SSI disability, as well as other federal financial assistance programs and state and local government programs
  • Basic mathematical knowledge and understanding of budgets
  • Proven solid communication skills with a wide variety of audiences
  • Proven excellent customer service skills
  • Proven ability to demonstrate decisiveness and judgment in a wide range of situations
  • Proven solid follow up and organizational skills
  • Proven ability to work collaboratively within a team


If the hired individual resides in Florida (office based or telecommuting) this position requires the AHCA Level II background check (fingerprinting) by the State of Florida for all clinicians that have direct face to face contact with members OR employees who will have access to confidential patient data and will require renewal every five years.


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.