[Hiring] Manager of Patient Access Operations @UnitedHealth Group

Role Description

Under general direction, provides leadership and oversight of the operations and management of a range of domains designed to increase and improve patient access throughout Atrius. These include but are not limited to the Atrius Navigator Center, the Behavioral Health Referral Insurance Office (BH RIO), and the clinical support portion of the Nursing Resource Center.

Working through subordinate supervisors, focuses on creating a seamless system and experience for patients and improving patient interactions, clinical units, payer authorization systems, and workflows to accommodate and support Atrius Health practice sites with both patient referral processes and payer requirements.

• Establishes and communicates the priorities for patient access teams for the year, based on improvement opportunities, patient care needs, and organizational initiatives.
• Assumes leadership role in making recommendations on service/performance enhancements and develops and oversees project plans and implementation directly or through supervisors.
• Partners with operational and clinical leaders to drive access-focused initiatives that create and support exceptional patient access services, patient experience, provider/staff satisfaction, growth, and capacity management.
• Develops and leads the implementation of access strategies and projects to continually evolve patient access functions.
• Ensures attainment of internal and external key performance metrics on a daily, weekly, and monthly basis.
• Provides leadership and guidance directly and through subordinate supervisors to large staff (60+) to ensure team development and execution of tactical objectives.
• Manages the day-to-day activities within the Patient Access Teams to ensure adequate phone coverage and staff training.
• In conjunction with the Director, oversees development of the operational strategy for the Navigator Center, BH RIO, and Resource Center.
• Ensures adequate staff coverage according to projected patient load and budget.
• Provides administrative leadership for Patient Access Team initiatives and staff.
• Oversees the implementation and ensures quality of process changes when workflow changes are needed in the department.
• Directs resources within the department, supports clinical management initiatives, and projects involving the use of authorizations.
• Educates, motivates, leads, guides, and directs all Supervisors and staff including training and onboarding.
• Responsible for exemplary customer service by team members.
• Develops, monitors, oversees, and is accountable for department operating and capital budget.
• Develops relevant reporting and analysis processes and ensures their dissemination to the practice staff and senior leadership.
• Captures and analyzes data to respond to patient complaints and provides necessary feedback to Director and support staff.
• Generates audits and compiles relevant management and clinical reports to ensure accuracy of statistics and integrity of existing systems.
• Prepares composite reports from individual reports by subordinates.
• Creates, maintains, and makes changes as necessary to departmental policies and procedures manuals.
• Represents patient access teams on organizational teams and committees.
• Develops and implements new processes between Nursing Resource Center Medical Secretaries and Nurses.
• Works with vendors including staffing agencies and payers.
• Content matter expert in Epic related projects and upgrades.
• Performs other duties as assigned.

Qualifications

• Bachelor’s degree in public health, health care administration or business administration, (or equivalent education, training or experience).
• Certification in Epic.
• 7+ years of progressively responsible professional level experience in healthcare operations, patient access, or a related setting including 3+ years in a supervisory capacity preferably for a claim/customer service call center team.
• Experience within claim/call center environment working in a diverse workforce.
• Experience with Performance improvement processes.
• Broad-based experience understanding the patient access experience and ways in which access can be improved.
• Customer service experience required with exposure to customer service training preferred.
• Knowledge of managing an expense budget.
• Understanding and experience working with insurance companies and plans.
• Fluency in medical terminology and navigating electronic medical records/systems.
• Excellent technical PC proficiency with all Microsoft applications.
• Demonstrated leadership and management skills.
• Proven solid organizational, interpersonal and communication skills.
• Proven solid organizational and problem resolution skills.
• Proven ability to implement procedures and processes efficiently.
• Demonstrated ability to function effectively in a highly-matrixed organization.
• Demonstrated ability to delegate and effectively supervise and plan for the timely and successful completion of objectives.
• Demonstrated ability to consistently meet established deadlines for deliverable or activities.
• Demonstrated interpersonal relationship skills to motivate others and work with providers, managers, and staff in a positive and collegial fashion.
• Demonstrated ability to accomplish objectives in a complex organizational structure.
• Demonstrated collaborative style with a history of developing and maintaining good relationships, and being accessible.
• Proven ability to use all electronic tools and applications relevant to the performance of the duties of the position.
• Proven ability to perform all job functions in compliance with applicable federal, state, local and company policies and procedure.

Preferred Qualifications

• Master’s degree.

Working Condition / Physical Demand

• Busy office environment with frequent deadlines and interruptions.
• *All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter Policy.

Pay and Benefits

Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer benefits such as:

• A comprehensive benefits package.
• Incentive and recognition programs.
• Equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements).

The salary for this role will range from $72,800 to $130,000 annually based on full-time employment.

Application Deadline

This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.