Access Operations Supervisor – Call Center Worcester

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Under general direction, is responsible for the overall operational success, performance and experience of a Regional Access Team(s) for Service Line (s). Guides the Regional Access team and is responsible for meeting company objectives and goals expected from this multi-faceted team and within the matrix teams of clinical practices and regional access center working in a hybrid setting. Leads implementation of new initiatives and performance improvement work. Manages both people and processes, tracking quantity and quality of agent performance and customer experience and the impact on the overall performance of the center, forecasting phone and MyChart volume to ensure adequate staffing needs; and liaising and relationship building with practice leadership teams to build and sustain a high quality, well integrated regional access team. Responsible for ensuring smooth operations of the Regional Access Teams through, coaching and mentoring Call Center supervisors and individual Patient Service Representatives (PSR) to expand their service knowledge about Reliant Medical Service Line (s) of responsibility within the region(s) in which they work resulting in a superior experience for both the patients and the practices.

Primary Responsibilities:

• Determines and implements call center operational strategies, in partnership with the Associate Director or Director, by conducting needs assessments, performance reviews, capacity planning, defining user requirements; production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews
• Directly manages and mentors Call Center Supervisor(s) and the daily operations of the access center
• Develops and prepares call center performance reports by collecting, analyzing, and summarizing data and trends and reports out on this regularly to the Associate Director or Director as well as the site Triads in their region
• Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; participating in system upgrades
• Accomplishes call center human resource objectives in partnership with the Call Center Supervisor, recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures
• Builds solid positive partnerships with site based leaders within their region of responsibility including Practice Administrators, Chiefs, Nurse and Regional Managers
• Works as a team with other Access Operations Supervisors to enhance the success of the Access Programs within the Service Line (s)
• May provide back-up supervisory support for other areas and/or locations within or across region(s) and service lines on an as needed basis
• Supervises the expense budget for the area of responsibility and reports on variances. Provides input and/or data into the Service Line (s) budget development process
• Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments
• Plans, facilitates and leads department meetings and trainings within their region of
  responsibility
• Partners with the Associate Director or Director in the development of monthly, quarterly and annual call center goals and action
• Supervises large group (approximately 20+ direct and/or indirect reports) of non-clinical exempt and nonexempt staff, including subordinate supervisors. Carries out supervisory responsibilities within areas of responsibility in accordance with the organization’s policies and applicable laws. Provides direction and support to staff to assure departmental effectiveness and efficiency. Responsibilities include interviewing, selecting, orienting and training employees; planning, assigning, and directing work; evaluating performance; rewarding and disciplining employees; reviewing personnel actions of subordinates and addressing complaints and resolving problems
• Provides effective direction, guidance, and leadership over the staff for effective teamwork and motivation, and fosters the effective integration of efforts with organization-wide initiatives
• Ensures compliance with regulatory agencies.  Develops and maintains procedures necessary to meet regulatory requirement
• Ensures that assigned area comply with established policies, quality assurance programs, safety, and infection control policies and procedures
• Ensures adequate equipment and supplies for assigned area
• Ensures compliance to all health and safety regulations and requirements
• Enhances professional growth and development through educational programs, seminars, etc.  
• Performs similar or related duties as required or directed
• Regular, reliable and predicable attendance is required

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:

• 5+ years of progressively responsible professional level experience in healthcare operations, patient access, or a related setting with 2+ years of progressive management experience within healthcare
• Proven experience leading a team in a fast-paced, high-volume and fluid call center environment
• Proven exceptional interpersonal and customer service skills with a solid ability to openly and effectively communicate
• Proven solid problem-solving and conflict resolution skills
• Proven ability to motivate employees by utilizing inspirational coaching and leadership skills to cultivate a level of company and personal success
• Proven ability to prepare reports and analyze data to ensure resources are properly allocated, maximized efficiencies are reached and customer’s experience surpass any expectations put in place
• Proven ability to lead a large team to continually improve and grow a call center while preserving the customer and practice experience

Unless certification, licensure or registration is required, an equivalent combination of education and experience, which provides proficiency in the areas of responsibility listed in this description, may be substituted for the above requirements.

Physical Requirements:

• Physical health sufficient to meet the ergonomic standards and demands of the position
• Busy office environment with frequent deadlines and interruptions

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 $48,700 to $87,000 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 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.

OptumCare 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.

OptumCare is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.