Patient Access Support Supervisor

Opportunities with ProHealth Physicians, part of the Optum family of businesses. When you work at ProHealth Physicians, your contributions directly sustain the health and well-being of our community. Discover high levels of teamwork, robust medical resources and a deep commitment to exceptional care and service. Join a leading community-based medical group and discover the meaning behind Caring. Connecting. Growing together.

The Patient Access Support Supervisor plays a critical part in the success of the Patient Access Center. This role oversees all access-related functions, including Outreach, Training, Quality Assurance, and template management. The Patient Access Support Supervisor is responsible managing the day-to-day operations, strategizing long-term improvements, and managing up to 20 team members in various roles. This role requires a well-rounded knowledge of all ProHealth sites, our services, and workflows. This role is equally challenging and rewarding. You'll need to stay positive at all times especially in difficult situations. You'll be asked to mentor, challenge and communicate effectively with all different types of people.

Primary Responsibilities:

• Act as the subject matter expert in all areas of patient scheduling and access
• Coordinate and supervise daily/weekly/monthly activities of team members
• Set priorities for the team to ensure task completion and performance goals are met
• Coordinate work activities with other supervisors, managers, departments, etc.
• Provide feedback for annual performance reviews and formal corrective action
• Assist in hiring process for all Patient Access staff, including reviewing candidates and interviewing
• Promote staff and team engagement, advocating for team members as needed
• Investigate scheduling errors and work with Team Leads to correct
• Audit all Patient Access teams for accuracy, ensure workflows are followed
• Prepare new sites for onboarding to the Patient Access Center
• Facilitate communication between Patient Access Manager and Patient Access Team Leads & Coordinators
• Identify and resolve operational problems using defined processes, expertise and judgment
• Communicate with physician office staff on patient concerns, requests and scheduling changes
• Ensure that all actions comply with relevant guidelines protecting personal and health information (e.g., HIPAA requirements)
• Follow departmental policies & procedures, workflow guidelines and escalation processes at all times
• Perform other duties as assigned

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 or GED
• 2+ years of customer service experience
• Some supervisory or leadership experience
• Experience in the healthcare industry or medical office
• Experience with scheduling system and electronic medical record systems
• Proficient with Microsoft Office suite with emphasis on Excel, Word and Outlook

Preferred Qualifications:

• Ability to work in a real-time (live) high call volume, online environment while working at a computer screen for long periods of time
• Above average critical thinking skills to listen/read, interpret, evaluate and resolve customer issues with minimal supervision and positive outcome
• Demonstrated ability to exercise exceptional judgement and exhibit highly effective interpersonal and conflict management skills when handling sensitive and/or confidential information and situations
• Ability to interact with a variety of customers including patients, healthcare staff members and physician office personnel, utilizing professional email and telephone etiquette
• Ability to relate to persons with diverse educational, socioeconomic and ethnic backgrounds
• Possess solid verbal, written, active listening and interpersonal communication skills
• Disciplined self-learner with independent work ethic, time management, organization and follow-up skills
• Achievement-oriented; motivated by achieving productivity goals, performance metrics and company objectives

Connecticut Residents Only: The salary range for Connecticut residents is $48,300 to $94,500 annually. Pay is based on several factors including but not limited to education, work experience, certifications, etc. 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.

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.