Service Delivery Leader

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 diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together.

Primary Responsibilities:

• Oversees Billing or Collection functions, ensuring standardization and compliance with established policies and procedures
• Provides leadership to and is accountable for the performance and direction through multiple layers of management and senior level professional staff
• Manage all KPIs and client in collaboration with other onshore and offshore leaders and managers and aspects of change management as it relates to operational processes, driving process metrics, staffing and employee relations
• Provides operational direction to assigned site, function or COE
• Drive efficiency and meet/exceed the initiative targets, create strategies to build and sustain operational excellence, identify and work on opportunities to bring in additional scope of work
• Collaborate in driving and implementing strategies to effectively manage inventory and collect outstanding balances from payers
• Manage teams for optimum reduction of AR Days, aging, denials write offs and improve cash collection rate
• Identify issues and trends in AR and collaborate with onshore partners to provide insights to clients and hospital CFOs. Coordinate and escalate issues observed to senior leadership or internal partners like Payor Solutions, Denials Management, Facility Liaisons and other processes within RCM
• Review adjustment requests and approve those which are valid for write-off
• Client Relationship Management
• Collaborate with Learning Performance Solutions responsible for process design and development, process monitoring, policy and procedure development and training requirements
• Develop and execute strategies for Billing or Collections
• Develop policies, procedure and guidelines for operations and review/approve policy and process changes
• Creating an environment to identify and groom talent/future leaders within the team, work with cross-functional and direct reports to develop IDPs
• Champions compliance with security standards and regulations
• Leads quality improvement processes. Evaluate existing process and recommends process improvements and automation opportunities
• Initiates and implements strategies to embed quality practices in culture
• Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regards to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so

Required Qualifications:

• Bachelor’s degree in business or related field
• 12+ years of US healthcare provider experience in Revenue Cycle Management 
• 12+ years of management/leadership experience
• Epic platform with Hospital billing experience
• RCM Transformation experience to build capability, services efficiency and optimization to meet industry benchmarks of AR days, >90+ %, denials %, Cash Goals acceleration and provider admin write off % reduction
• Thorough understanding of billing, coding, payer provider guidelines and system integration/workflow management to implement right edits/rules in host system
• Intermediate to advanced computer skills, proficient in Excel and analytics
• Proficiency in AR prioritization through workflow management tools, system integration and process flow mapping to ensure right claims get addressed
• Proven ability to led supervisors and managers from AR capability and delivery model
• Proven excellent written and verbal communication
• Technical Knowledge
  • Proven excellent analytical and quantitative skills; ability to develop appropriate methods for collecting analyzing and trending data
  • Proven excellent organizational skills required (ability to multi-task, produce rapid turnaround, and effectively manage multiple projects)
  • Proven excellent communication capability; persuasive, inclusive, and encouraging; the ability to listen and understand; Ability to elicit cooperation from a variety of resources
  • Proven high sense of responsibility and accountability; Takes ownership and initiative
  • Proven to be results-oriented with an eye toward the end-goal and business results as the objective of our projects
  • Proven to be adaptable and flexible, with the ability to handle ambiguity and sometimes changing priorities
  • Proven professional demeanor and positive attitude; customer service orientation
  • Proven ability to learn, understand, and apply new technologies, methods, and processes
  • Proven ability to recognize necessary changes in priority of tasks and allocation of resources, and bring them to the attention of Optum360 Leadership, as required
  • Proven ability to be a self-starter and work independently to move projects successfully forward
  • Proven ability to work with a variety of individuals in managerial and staff level positions
  • Proven ability to think and act; decisiveness, assertiveness, with ability to achieve results quickly
  • Proven to possess a personal presence that is characterized by a sense of honesty, integrity, and caring with the ability to inspire and motivate others to promote the philosophy, mission, vision, goals, and values of Optum and our client organization(s)

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.