Patient Access Supervisor - Grass Valley, CA

** Requisition number:
** 2382810

** Job category:
** Medical & Clinical Operations

Optum Insight is improving the flow of health data and information to create a more connected system. We remove friction and drive alignment between care providers and payers, and ultimately consumers. Our deep expertise in the industry and innovative technology empower us to help organizations reduce costs while improving risk management, quality and revenue growth. Ready to help us deliver results that improve lives?

Join us to start  
** Caring. Connecting. Growing together** .

This position is responsible for assisting the Patient Access Leadership in managing daily operations within the assigned client Facility or within the Patient Access Contact Center operations.  Supplements staff training, coaching and support; issue identification, assessment and resolution; and technical support within the assigned work environment in order to achieve desired outcomes and compliance with Optum
360 and client policies/procedures and standards.  Provides input in hiring/firing decisions, as well as performance appraisals.  May perform quality reviews and analysis to support internal controls, monitor employee performance and assist in staff development, retention and selection.  Serves as relief support and a "super user" for new programs, processes, and technologies.  Works on-call schedule, as required.

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* Primary Responsibilities:

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* + Knows, understands, incorporates, and demonstrates the Optum
360 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 resources to staff and the Manager

+ Responsible for the development of associate work schedules and assignments to ensure cost effective staffing providing optimal workflow needs that meet performance requirements

+ Performs job-specific accountabilities of relief staff (80%+ of work time devoted to "online staff support") 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 Optum
360 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 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 Optum
360 Training and Quality Assurance Program.  Cross-trains and supports the functions of all centralized patient access functions

+ Maintains work site in full operational order:

+ Order supplies and other materials in compliance with budgetary constraints

+ Maintains a neat, orderly work environment that denotes professionalism and efficiency

+ Develop job aids to assist the staff in performing work assignments

+ Responsible for the following activities:

+ Selection of employees based on potential contributions, departmental culture/needs and personnel policies.  Recommend 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 associate 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,…