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  Knows, understands, incorporates, and demonstrates the Optum360 and client Mission, Vision, and Values in behaviors, practices, and decisions

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  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

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  Serves as technical advisor and resource to staff and the Manager

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  Responsible for the development of associate work schedules and assignments to ensure cost effective staffing providing optimal work flow needs that meets performance requirements

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  Performs job-specific accountabilities of relief staff or other job functions as assigned by the Manager, or as required to meet expectations

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  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

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  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

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  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:

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  • Provides timely and professional follow-up to customer complaints and issues
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  • Ensures problem resolution and corrective action for long-term solution, coordinating such effort across intra and inter-departmental channels
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  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

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• Maintains work site in full operational order: "
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  • Orders supplies and other materials in compliance with budgetary constraints
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  • Maintains a neat, orderly work environment that denotes professionalism and efficiency
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  • Develops job aides to assist the staff in performing work assignments
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• Responsible for the following activities: "
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  • Selection of employees based on potential contributions, departmental culture/needs and personnel policies
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  • Recommends allocation of resources based on scope of goals and priorities
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  • 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
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  • 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
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  • Manages to the department budget, minimizing Overtime, when possible
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  • Provides and documents employee disciplinary / corrective actions, up to and including verbal warning, referring all actions and activities to the Manager for follow-up
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  • Provides input documentation to employees' performance during orientation and annual reviews
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  • 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
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  • 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.)
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  • 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
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  • Other duties as needed and assigned by the Manager
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Required Qualifications:

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• High School diploma/GED
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• 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
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• Proficiency with Microsoft Excel, Word, PowerPoint (ability to create, save, and send)

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• Experience with the major Patient Access technologies currently in use, and / or other like systems
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• Current knowledge of Patient Access processes and systems, regulatory and 3rd party payer issues and requirements
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• 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
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• If you need to enter a work site for any reason, you will be required to screen for symptoms using the ProtectWell mobile app, Interactive Voice Response (i.e., entering your symptoms via phone system) or a similar UnitedHealth Group-approved symptom screener. When in a UnitedHealth Group building, employees are required to wear a mask in common areas. In addition, employees must comply with any state and local masking orders

Preferred Qualifications:

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• Bachelor's Degree in Business / Management, Healthcare Administration, or other Healthcare discipline
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• Certified Healthcare Access Associate (CHAA) from the National Association of Healthcare Access Management (NAHAM)
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• 1+ years of supervisory experience
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• 2+ years of experience in customer service, preferably in a healthcare environment
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• Basic knowledge of ICD-9 (10) and CPT terminology
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• Working knowledge of medical terminology
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• 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)

UnitedHealth Group is an essential business. The health and safety of our team members is our highest priority, so we are taking a science driven approach to slowly welcome and transition some of our workforce back to the office with many safety protocols in place. We continue to monitor and assess before we confirm the return of each wave, paying specific attention to geography-specific trends. We have taken steps to ensure the safety of our 325,000 team members and their families, providing them with resources and support as they continue to serve the members, patients and customers who depend on us.

Some of the steps we've taken to ensure employee well-being include:

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• Launched our ProtectWell app and UnitedCARES program to help ease the burden and stress for our UnitedHealth Group team members and their immediate family affected by COVID-19
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• Daily updates from our CEO Dave Wichmann to support and inspire team members during this challenging time
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• Onsite social distancing and increased sanitization measures for employees who have been welcomed back to our offices
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• Fully cover the COVID-19 healthcare costs for our employees
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• Employees who self-identify as high risk or who live with someone who is high risk have been asked to remain working from home

You can learn more about all we are doing to fight COVID-19 and support impacted communities at: https://www.unitedhealthgroup.com/newsroom/addressing-covid.html

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 doyour 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.