Manager of Patient Access Operations - Reliant Medical Group

Opportunities with Reliant Medical Group, part of the Optum family of businesses. Join a community-based, multi-specialty, physician-led organization where you will work with talented peers on a common purpose: improving the quality, cost and experience of health care. Here, we focus on delivering the best patient care, rather than volume. Through innovation and superior care management, we support patients and your well-being as a team member. Join a team at the forefront of value-based care and discover the meaning behind Caring. Connecting. Growing together.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 patients interactions, clinical units, payer authorization systems, and workflows to accommodate and support Atrius Health practice sites with both patient referral processes and payer requirements as well as oversight of the rollout and administration of new initiatives and programs designed to improve clinical guidance, testing, and vaccination, and schedule monitoring for access and flow issues. Ensures the smooth operations of patient and provider requests internally and externally as well as optimization of referral work queues, quality assurance and reporting within identified patient access domains.The position is largely remote, with work location expectations subject to organizational requirements.Primary ResponsibilitiesEstablishes and communicates the priorities for patient access teams (currently Atrius Navigator Center, BH RIO, and the clinical support portion of the Nursing Resource Center) for the year, based on improvement opportunities, patient care needs, and organizational initiativesAssumes leadership role in making recommendations on service/performance enhancements and develops and oversees project plans and implementation directly or through supervisors. Facilitates the development of new and/or the improvement of existing processes and infrastructuresPartners 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 managementDevelops and leads the implementation of access strategies and projects to continually evolve patient access functions to ensure the use of front end best practices across AtriusEnsures attainment of internal and external key performance metrics on a daily, weekly and monthly basisProvides leadership and guidance directly and through subordinate supervisors to large staff (60+) to ensure team development and execution of tactical objectivesManages the day-to-day activities within the Patient Access Teams to ensure adequate phone coverage and staff training and a consistently high level of customer service and smooth patient flowIn conjunction with the Director oversees development of the operational strategy for the Navigator Center, BH RIO and Resource CenterEnsures adequate staff coverage according to projected patient load and budget. Adapts as needed to unplanned events and changing circumstancesProvides administrative leadership for Patient Access Team initiatives and staff to result in a well-qualified, empowered, informed and productive work forceOversees the implementation and ensures quality of process changes when workflow changes are needed in the departmentDirects resources within the department, supports clinical management initiatives, and projects involving the use of authorizations and other related administrative medical informationEducates, motivates, leads, guides and directs all Supervisors and staff including training and onboardingResponsible for exemplary customer service by team membersDevelops, monitors, oversees and is accountable for department operating and capital budget, ensuring that operations are managed within established guidelines. Develops and implements cost saving measures as appropriate. Maximizes use of organizational resourcesDevelops relevant reporting and analysis processes and ensures their dissemination to the practice staff and senior leadershipCaptures and analyzes data to respond to patient complaints and provides necessary feedback to Director and support staff. Drives a process to resolve patient problems or complaints related to the Navigator Center, BH RIO and Resource Center. May be directly involved as neededGenerates audits and compiles relevant management and clinical reports to ensure accuracy of statistics and integrity of existing systems. Implements appropriate system or process modificationPrepares composite reports from individual reports by subordinatesCreates, maintains and makes changes as necessary to departmental policies and procedures manualsRepresents patient access teams on organizational teams and committeesDevelops and implements new processes between Nursing Resource Center Medical Secretaries and Nurses. Partners with the Nurse Manager to ensure reliable safe handoff and efficient processing of patient requestsWorks with vendors including staffing agencies and payersContent matter expert in Epic related projects and upgrades Performs other duties as assignedSupervisory ResponsibilitiesSupervises large group of clinical and non-clinical exempt and nonexempt staff, including subordinate supervisorsCarries out supervisory responsibilities within areas of responsibility in accordance with the organization's policies and applicable lawsProvides direction and support to staff to assure departmental effectiveness and efficiencyResponsibilities include interviewing, selecting, orienting and training employees; planning, assigning, and directing work; evaluating performance; rewarding and disciplining employees; reviewing personnel actions of subordinates and addressing complaints and resolving problemsIn AdditionWorking with the Director, develops competencies, evaluation and training tools for staff to ensure desired levels of service and performance excellenceMonitors individual, team and call center results to identify and act on both positive and negative performance trends to ensure attainment of goals and performance targetsMonitors service calls to observe employee demeanor, technical accuracy and conformity to company policiesAnswers questions and recommends corrective services to address customer complaintsProvides communication and follow up to ensure representatives are fully informed of all new information related to processes, customer needs and organization related issues, changes or actionsDetermines work procedures, prepares work schedules and expedites workflowStudies and standardizes processes to improve efficiency of subordinatesMaintains harmony among workers and resolves grievancesYou'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 Qualifications7+ 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 teamExperience within claim/call center environment working in a diverse workforceExperience with Performance improvement processesBroad-based experience understanding the patient access experience and ways in which access can be improvedCustomer service experience required with exposure to customer service training preferred Knowledge of managing an expense budgetUnderstanding and experience working with insurance companies and plansFluency in medical terminology and navigating electronic medical records/systems Excellent technical PC proficiency with all Microsoft applicationsDemonstrated leadership and management skillsProven solid organizational, interpersonal and communication skills Proven solid organizational and problem resolution skillsProven ability to implement procedures and processes efficientlyDemonstrated ability to function effectively in a highly-matrixed organizationDemonstrated ability to delegate and effectively supervise and plan for the timely and successful completion of objectivesDemonstrated ability to consistently meet established deadlines for deliverable or activitiesDemonstrated interpersonal relationship skills to motivate others and work with providers, managers, and staff in a positive and collegial fashionDemonstrated ability to accomplish objectives in a complex organizational structureDemonstrated collaborative style with a history of developing and maintaining good relationships, and being accessibleProven ability to use all electronic tools and applications relevant to the performance of the duties of the position, including but not limited to phone, keyboard, computer and computer applicationsProven ability to perform all job functions in compliance with applicable federal, state, local and company policies and procedurePreferred QualificationsBachelor's degree in public health, health care administration or business administration, (or equivalent education, training or experience) Certification in EpicMaster's degreeAll employees working remotely will be required to adhere to UnitedHealth Group's Telecommuter PolicyPay 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). No matter where or when you begin a career with us, you'll find a far-reaching choice of benefits and incentives. The salary for this role will range from $72,800 to $130,000 annually based on full-time employment. We comply with all minimum wage laws as applicable.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.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.UnitedHealth Group is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.