Supervisor, Medical Clinical Operations - Waukesha, WI

Supervisor of Waukesha Memorial Hospital

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together.

This position is first shift Supervisor of Waukesha Memorial Hospital. This position is full-time, Monday - Friday, primarily covering the day hours for operations. Employees are required to have flexibility to work any of our shift schedules during our normal business hours of 5:00 AM - 8:00 PM. You will be covering the Neuro/IVP, behavioral health, and various hospital areas including Emergency Department, switchboard operations, admitting and registration, and information desk. It may be necessary, given the business need, to work occasional overtime.

We offer weeks of on-the-job training. The hours during training will be 5:00 AM - 8:00 PM.

Work location: 1185 Corporate Center Dr, Oconomowoc, WI 53066.

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. Provide 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. Provide 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, orientating, 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. Implement department level changes to supporting processes and systems
• Supports the implementation of solutions to department level challenges
• Implements and completes department goals

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

• 2+ years of experience working in healthcare call center operations, medical office administration, admitting / registration, OR scheduling
• 1+ years of leadership / team lead experience
• Intermediate level of proficiency with Microsoft Word (create correspondence and work within templates) and Microsoft Outlook (email and calendar management)
• Ability to travel up to 10% of the time to our other local healthcare facilities
• Ability to be on call every 5th weekend
• Ability to work full-time, Monday - Friday, primarily covering the day hours for operations. Employees are required to have flexibility to work any of our shift schedules during our normal business hours of 5:00 AM - 8:00 PM. You will be covering the Neuro/IVP, behavioral health, and various hospital areas including Emergency Department, switchboard operations, admitting & registration, and information desk. It may be necessary, given the business need, to work occasional overtime

Preferred Qualification:

• Experience with Microsoft Excel (data entry, sort / filter, and work within tables)

Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer 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 us, you'll find a far-reaching choice of benefits and incentives. The salary for this role will range from $60,200 - $107,400 annually based on full-time employment. We comply with all minimum wage laws as applicable.

At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. 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.

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.