Patient Access Team Lead - Mukwonago, WI

Explore opportunities with Optum, in strategic partnership with ProHealth Care. ProHealth Care is proud to be a leader in health care services, serving Waukesha County and the surrounding areas for more than a century. Explore opportunities across the full spectrum of care as you help us improve the well-being of the community with your skills, compassion and innovation. Be part of a collaborative environment that strives for excellence, nurtures respect and ensures high-quality care delivery to our patients. Join us in making an impact as an Optum Team Member supporting Pro Health Care and discover the meaning behind Caring. Connecting. Growing together. 

Supports patient care delivery in the areas of patient reception, scheduling, insurance verification, payment processing for campuses with hospital and medical group departments.

Our office is located at 240 Maple Ave, Mukwonago, WI 53149.

We offer 6 – 8 weeks of paid training. The hours of the training will be based on schedule or will be discussed on your first day of employment.

Primary Responsibilities:

• Demonstrates a high level of performance in the Patient Access Center employee role and effectively establish, prioritize, and balance the various duties of both the lead and employee roles
• Provide first level support to the Patient Access team
• A technical professional who assists with the development and tracking of department metrics and will provide reports and updates on care access or patient access activities
• Responsible for the monitoring of daily operational functions of the Access departments and will have daily interaction with patients and customers of ProHealth Care and must have demonstrated excellent customer service skills
• Provides instruction and guidance to the Access team members to improve efficiency, quality and productivity
• Serves as a resource for staff which includes when other department leadership members are not present
• A subject matter expert who provides education / training to staff to support and enhance department goals and the patient experience
• Monitors the call and EPIC queue volumes and onsite patient volumes to ensure timely customer response, troubleshooting any issues or problems throughout the day to obtain resolution
• Monitors and reviews the work of others and reports non-compliance and / or performance concerns to department leadership
• Assist with escalated communications and onsite patient concerns; provides coaching and resolutions to team members in a timely manner
• Comprehends and verbalizes processes and procedures of the department
• Identifies system and workflow improvements to enhance the team’s efficiency
• Analyzes problems and provides correct information and solutions
• Assists with department orientation and training of staff
• Maintains a high-quality work environment so other team members are motivated to perform at their highest level
• Establishes and maintains effective relationships with team members
• Assists with access operations team scheduling
• Assists with department staff meetings and agendas
• Performs a variety of tasks and assignments including special projects
• Practices active listening skills
• Change Agent that supports the growth of the department
• Excellent communication skills
• Working team member assisting with incoming and outgoing duties and other daily ancillary tasks for access departments

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 higher)
• 2 years of customer service experience in a hospital/clinic setting 
• Intermediate level of proficiency with Microsoft Office products
• Ability to generally work standard daytime hours, but flexibility to work a variety of shifts to support a 24-hour operation system including weekends
• Must be 18 years of age or older

Preferred Qualifications:

• Previous leadership experience
• Experience in a medical office or hospital admitting/registration office
• Knowledge of medical terminology
• Experience with electronic medical records system

Soft Skills:

• Excellent customer service skills
• Excellent written and verbal communication skills
• Demonstrated ability to work in fast paced environments

The salary range for this role is $19.86 to $38.85 per hour based on full-time employment. 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. 

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.

#RPO #RED

Salary : $20 - $39