Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together.
If you want to achieve more in your mission of health care, you have to be really smart about the business of health care. Challenge yourself, your peers and our industry by shaping what health care looks like and doing your life's best work.SM
This position is full time Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 2:30PM - 11:00PM, with rotating weekend shifts and on call staffing/emergency availability. Our office is located at St. Elizabeth Community Hospital 2250 Sister Mary Columba Drive Red Bluff, CA 96080.
We offer 4 weeks of on-the-job training. The hours during training will be 8:00am to 5:00pm, Monday - Friday.
Primary Responsibilities:
Knows, understands, incorporates, and demonstrates the Optum360 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 resource to staff and the Manager
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 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 Optum360 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 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 Optum360 Training and Quality Assurance Program. Cross-trains and supports the functions of all centralized patient access functions
Maintains work site in full operational order:
Orders supplies and other materials in compliance with budgetary constraints
Maintains a neat, orderly work environment that denotes professionalism and efficiency
Develops job aides 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
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
Manages to the department budget, minimizing Overtime, when possible
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 employees' performance during orientation and annual reviews
Maintains fiscal accountability for assigned area of responsibility by 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, accuracy, patient satisfaction, customer feedback, incident reporting, etc.)
Maintains a working knowledge of applicable Federal, State, and local laws and regulations, Optum360's Organizational Integrity Program, Standards of Conduct, as well as other policies and procedures in order to ensure adherence in a manner that reflects honest, ethical, and professional behavior
Other duties as needed and assigned by the Manager
You'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 Qualifications:
High School Diploma / GED
4+ years of experience working in a hospital Patient Registration Department, physician office setting, healthcare insurance company, revenue cycle vendor, and/or other revenue cycle role
Experience with the patient access technologies and/or EMR systems.
Ability to work onsite at - Saint Elizabeth Hospital, 2550 Sister Mary Columba Dr Red Bluff, CA 96080
Ability to work 2:30PM - 11:00PM, with rotating weekend shifts and have on call staffing/emergency availability
Ability to train for the first four weeks between the hours of 08:00AM - 05:00PM
Must be 18 years of age OR older
Preferred Qualifications:
Certified Healthcare Access Associate (CHAA) from the National Association of Healthcare Access Management (NAHAM)
1+ years of supervisory experience
2+ years of experience in customer service, preferably in a healthcare environment
Basic knowledge of ICD-9 (10) and CPT terminology
Working knowledge of medical terminology
MS4 and Cerner experience
Basic proficiency with Microsoft Excel, Microsoft Word, Microsoft PowerPoint, & Google Workspace
Operational knowledge of Federal and State regulations pertaining to patient admissions, as well as standards from regulatory agencies and accrediting organizations (DHS, HCFA, OSHA, TJC)
Experience working in a union environment.
Soft Skills
Knowledge of process improvement techniques are essential to success, as is the ability to be a self-starter and work independently to move projects successfully forward
California Residents Only: The salary range for this is $58,300 - $114,300 annually. Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. UnitedHealth Group complies with all minimum wage laws as applicable. In addition to your salary, UnitedHealth Group offers 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 UnitedHealth Group, you'll find a far-reaching choice of benefits and incentives.
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.
Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity / Affirmative Action employer, and all qualified applicants will 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.
UnitedHealth Group is a drug - free workplace. Candidates are required to pass a drug test before beginning employment.