Patient Access 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 Supervisor plays a critical part in the success of the Patient Access Center. The PAC Supervisor will oversee 30 or more Patient Access Coordinators and is responsible for having a well-rounded knowledge of all sites, services, and workflows. This role is equally challenging and rewarding. You’ll be asked to mentor, challenge, and communicate effectively with all different types of people.

Position Details:

• Location: 3 Farm Glen Boulevard, Farmington, CT, 06032
• Hours: 40 hours/weekly, full time. Monday through Friday, hours ranging between 8:00AM – 6:00PM

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
• 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
• 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
• Must possess solid verbal, written, active listening and interpersonal communication skills
• 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 / GED (or higher)  
• 2+ years of customer service experience
• 2+ years of 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 like Excel, Word and Outlook

Preferred Qualifications:

• Experience working in a call center environment 
• Experience working with an electronic health record (i.e. AllScripts / Epic)

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.

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.