Patient Access Supervisor2374796 | Los Angeles, California | Remote

Remote Patient Access Manager

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.

This position is full-time Monday
- Friday. Employees are required to have flexibility to work any of our shift schedules during our normal business hours of 8am - 5pm. Based on business needs, employees may also be required to work outside of these hours.

This will be on the job training and the hours during training will be during normal business hours.

Primary Responsibilities:

• Provides operational guidance and support to assigned staff under the direction of operational leadership, disseminates policy/procedure updates, and supports coverage of other departmental divisions, as required
• Serves as technical advisor and resource to staff
• Responsible for the development of associate work schedules and assignments to ensure cost effective staffing providing optimal work flow needs that meets 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 within the team; fully meeting performance expectations and standards. Works varying hours and/or on-call schedule, as needed
• In coordination with operational leadership, may participate in the redesign of team processes and systems to improve service, data integrity, and staff productivity/quality to achieve departmental goals and process outcomes
• Handles decision-making, communications and utilizes strong interpersonal skills to ensure a positive image of Optum
  360 and the client, and to ensure customer satisfaction, supporting and portraying strong 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 solutions, 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
• Responsible for hiring of new staff members 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 follows-up, as warranted.
• Mentors and coaches associates 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
• Provides and documents employee disciplinary / corrective actions, up to and including verbal warning, referring all actions and activities to the Manager for follow-up
• Provides input documentation to employee's performance during orientation and annual reviews
• Maintains fiscal accountability/department budget for assigned area of responsibility; minimizing overtime and 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,…