Patient Access Services Manager

2 weeks ago

Sacramento, California, United States Optum Full time
Position Overview

At Optum, we are dedicated to enhancing healthcare through innovative solutions and technology, striving to improve the health and well-being of individuals across the globe. Joining our team means contributing to a culture that values diversity, collaboration, and professional growth. Together, we aim to make a significant impact on the communities we serve.

Role Summary: Onsite Patient Access Director

The Patient Access Director plays a crucial role in overseeing and guiding the activities of the Patient Access team, ensuring adherence to established performance metrics and standards. This leadership position is pivotal in fostering a high level of customer satisfaction while achieving organizational objectives related to service delivery and financial outcomes. The Director will work closely with various stakeholders to enhance operational efficiency and patient experience.

Key Responsibilities:

  • Provide comprehensive oversight of key operational areas, including:
    • Financial Clearance processes
    • Patient Registration and Check-in, including Point-of-Service Collections
    • Financial Counseling services
    • Customer Service and Patient Satisfaction initiatives
    • Additional responsibilities as assigned by the client
  • Develop and implement strategies aimed at improving Revenue Cycle performance, focusing on:
    • Compliance with Service Level Agreements (SLAs) and Managed Service Agreements (MSAs)
    • Follow-up on regulatory audits and compliance
    • Client relationship management and program coordination
  • Enhance Customer Engagement through:
    • Participation in initiatives aimed at improving patient experience
    • Coaching management and frontline staff to elevate satisfaction levels
    • Analyzing service/satisfaction survey results to identify improvement opportunities
  • Manage communications, including:
    • Preparation of departmental newsletters and operational reports
    • Compilation and presentation of departmental status reports
    • Oversight of facility budget management
  • Oversee Workforce Management, including:
    • Staffing plans and work schedules
    • Position requisitions and productivity monitoring
    • Staff evaluations and orientation
  • Facilitate vendor relations and support for facility-based operations
  • Lead process improvement initiatives to enhance service delivery
  • Other duties as assigned

In this role, you will be recognized for your contributions in a challenging environment that provides clear expectations for success and opportunities for career advancement.

Qualifications:

  • Minimum of 4 years of experience in a Patient Access department within an acute care hospital setting
  • Experience in leading or participating in large-scale Patient Access IT or Contact Center implementations
  • Familiarity with major Patient Access technologies and systems
  • Ability to work onsite in a healthcare facility
  • Flexibility to cover shifts as needed, including 24/7 availability

Preferred Qualifications:

  • Certification from the Healthcare Financial Management Association (HFMA) or the National Association of Healthcare Access Management (NAHAM)
  • Experience in client-facing roles
  • Experience managing in a unionized environment

At Optum, we are committed to fostering an inclusive workplace where everyone can thrive. We are an Equal Employment Opportunity/Affirmative Action employer, ensuring that all qualified applicants 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.

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