Supervisor of Medical and Clinical Operations

This position is Onsite. Our office is located at 725 American Ave, Waukesha, WI 53188. The role is the first shift Supervisor at Waukesha Memorial Hospital. It is a full‑time, Monday – Friday position covering primarily the day hours for operations with flexibility to work any of our shift schedules during the normal business hours of 5:00 a.m. – 8:00 p.m. Responsibilities include covering the Neuro/IVP, behavioral health, and various hospital areas such as the Emergency Department, switchboard operations, admitting & registration, and the information desk. Occasional overtime may be required as needed by the business. We provide weeks of on‑the‑job training. During training the work hours are 5:00 a.m. – 8:00 p.m. Primary Responsibilities Investigates, resolves, and documents patient, physician, and customer inquiries and concerns Leads Patient Satisfaction and Service Excellence initiatives within the department Develops and implements action plans to improve service Maintains metrics and statistics assigned Measures and monitors staff productivity and quality. Performs quality audits on staff and provides feedback and education based on results Completes staff performance scorecards to monitor quality, productivity, and service levels Tracks department errors, develops monthly reports, monitors trends, and educates staff and customers as appropriate Ensures employee schedules and timecards are edited and maintained accurately and timely. Authorizes staff timecards as assigned Works assigned work queues and work lists to completion and troubleshoots and removes barriers Maintains and demonstrates expertise to function as a resource for staff, other departments and patients Communicates complete information to staff and customers using active listening and verifies understanding of requirements in order to successfully complete patient access processing Actively and effectively leads and investigates access issues to facilitate staff education and issue resolution. Proactively escalates issues as necessary Supervises assigned systems/processes and report sets to ensure optimal efficiency Demonstrates the Leadership Attributes as assigned by their leader. Provides leadership in accordance with the outlined behaviors to achieve service excellence, organizational goals, values, regulatory compliance and fiscal responsibility Provides input to Manager or Director for capital, operating and staffing budgets. Provides fiscal oversight of allocated resources, assets and expenses Makes recommendations to adjust for variations in projected budget income caused by fluctuating volumes and other external forces With input and support from the Manager or Director, provide Human Resources leadership to direct reports through effective hiring, orienting, training, mentoring and coaching Provide ongoing recognition, feedback and development, holding staff accountable for success Ensure appropriate resources are provided for staff Provide input for a staffing plan that meets both customer expectations and financial constraints Create an environment where Employee Engagement feedback facilitates positive change Provides leadership to direct reports in the execution of work plans and short‑term goals. Implements department level changes to supporting processes and systems Supports the implementation of solutions to department level challenges Implements and completes department goals Required Qualifications High School Diploma / GED OR equivalent work experience Must be 18 years of age OR older 2+ years of experience working in healthcare call center operations, medical office administration, admitting / registration, OR scheduling 1+ years of leadership / team lead experience Ability to travel up to 10% of the time to our other local healthcare facilities Ability to be on call every 5th weekend Intermediate level of proficiency with Microsoft Word and Microsoft Outlook Ability to work full‑time, Monday – Friday, primarily covering the day hours for operations with flexibility to work any shift schedule during 5:00 a.m. – 8:00 p.m. The role covers Neuro/IVP, behavioral health, and various hospital areas including Emergency department, switchboard operations, admitting & registration, and information desk. Occasional overtime may be required as needed by business Preferred Qualifications Experience with Microsoft Excel (data entry, sort / filter, and work within tables) Pay is based on several factors including local labor markets, education, work experience, certifications, etc. The salary for this role will range from $60,200 to $107,400 annually based on full‑time employment. In addition to your salary, we offer a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). We comply with all minimum wage laws as applicable. UnitedHealth Group is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations. UnitedHealth Group is a drug‑free workplace. Candidates are required to pass a drug test before beginning employment. #J-18808-Ljbffr Wisconsin Psychiatric Association Inc