Patient Access Supervisor, Evening Shift - Bakersfield, CA

Combine two of the fastest-growing fields on the planet with a culture of performance, collaboration and opportunity and this is what you get. Leading edge technology in an industry that is improving the lives of millions. Here, innovation is not about another gadget; it is about making health care data available wherever and whenever people need it, safely and reliably. There is no room for error. If you are looking for a better place to use your passion and your desire to drive change, this is the place to be. It's an opportunity to do your life's best work.(sm)

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 Optum360 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.

Current Openings:

• Full-Time Days (roughly 9am-5pm with on-call rotation)
  • Memorial Hospital, 420 34th Street Bakersfield CA
• Full-Time Evenings (roughly 3pm-11pm with on-call rotation)
  • Memorial Hospital, 420 34th Street Bakersfield CA
  • Float between Mercy Downtown, 2215 Truxtun Ave., Bakersfield, CA 93301 & Mercy Southwest, 400 Old River Road Bakersfield, CA 93311

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
• Development of associate work schedules and assignments to ensure cost effective staffing providing optimal workflow 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 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 excellent 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 employee’s 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 or equivalent 
• 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
• 1 years of supervisory or team lead experience
• Maintains current knowledge of Patient Access processes and systems, regulatory and 3rd party payer issues and requirements
• Basic knowledge of ICD-9 (10) and CPT terminology; working knowledge of medical terminology
• 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)
• Ability to work a rotating on-call schedule roughly every other week or every 3rd week
• Full COVID-19 vaccination is an essential job function of this role. Candidates located in states that mandate COVID-19 booster doses must also comply with those state requirements. UnitedHealth Group will adhere to all federal, state and local regulations as well as all client requirements and will obtain necessary proof of vaccination, and boosters when applicable, prior to employment to ensure compliance. Candidates must be able to perform all essential job functions with or without reasonable accommodation

Preferred Qualifications:

• Bachelor’s Degree in Business/Management, Healthcare Administration, or other Healthcare discipline
• Certified Healthcare Access Associate (CHAA) from the National Association of Healthcare Access Management (NAHAM)
• 2 years of experience in customer service, preferably in a healthcare environment
• Experience working in a union environment 
• Experience working alongside senior leaders and executive staff 
• Demonstrated 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
• Proficiency in Microsoft Excel, Word, Project, Visio, PowerPoint and SharePoint
• Effective critical thinking, problem solving and decision-making skills; solid quantitative and analytical abilities to process and display data
• Proven ability to work in a fast-paced, evolving environment 

To protect the health and safety of our workforce, patients and communities we serve, UnitedHealth Group and its affiliate companies require all employees to disclose COVID-19 vaccination status prior to beginning employment. In addition, some roles and locations require full COVID-19 vaccination, including boosters, as an essential job function. UnitedHealth Group adheres to all federal, state and local COVID-19 vaccination regulations as well as all client COVID-19 vaccination requirements and will obtain the necessary information from candidates prior to employment to ensure compliance. Candidates must be able to perform all essential job functions with or without reasonable accommodation. Failure to meet the vaccination requirement may result in rescission of an employment offer or termination of employment

Careers with Optum. Here's the idea. We built an entire organization around one giant objective; make health care work better for everyone. So when it comes to how we use the world's large accumulation of health-related information, or guide health and lifestyle choices or manage pharmacy benefits for millions, our first goal is to leap beyond the status quo and uncover new ways to serve. Optum, part of the UnitedHealth Group family of businesses, brings together some of the greatest minds and most advanced ideas on where health care has to go in order to reach its fullest potential. For you, that means working on high performance teams against sophisticated challenges that matter. Optum, incredible ideas in one incredible company and a singular opportunity to do your life's best work.(sm)

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.