Manager Access Operations – Call Center Worcester

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Under general direction is responsible for the overall operational success, performance, and experience of assigned teams within a service line (s). This role guides access center teams to meet company objectives and goals within a matrixed model supporting clinical practices in a hybrid setting. This position will lead implementation of new initiatives and performance improvement work. Working through subordinate supervisors, focuses on creating a seamless system and experience for patients and staff within the clinical units. This position manages both people and processes, tracking quantity and quality of individual staff performance as well as customer experience and the impact on the overall performance of the teams, forecasting phone volume to ensure adequate staffing needs; and liaising and relationship building with practice leadership teams to build and sustain a high quality, well integrated Access team. In addition, will be responsible for ensuring smooth operations through, coaching, and mentoring supervisors and support staff to expand their service knowledge in the area 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 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
• Assumes leadership role in making recommendations on service/performance enhancements and develops and oversees project plans and implementation directly or through supervisors. Facilitates the development of new and/or the improvement of existing processes and infrastructures
• Partners with operational and clinical leaders to drive access-focused initiatives that create and support exceptional patient access services, patient experience, provider/staff satisfaction, growth, and capacity management
• Directly manages and mentors Access Supervisors and the daily operations of Access teams
• Provides leadership and guidance directly and through subordinate supervisors to large staff (60+) to ensure team development and execution of tactical objectives 
• Develops and prepares performance reports by collecting, analyzing, and summarizing data and trends and reports out on this regularly to both the Director and Service line Leadership
• 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 with the Supervisors, 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
• Meets call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions
• Works as a team with other Access leaders across the organization to enhance the success of the Access team within the Service Line (s)
• May Provide back up support to the Director
• 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
• Partners with the telecommunications and IT team and peers within other service lines to ensure optimal technology supports for the regional access center staff. Also partners with them to plan and control implementations of any technology or equipment changes or upgrades
• 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
• Develops monthly, quarterly, and annual call center goals and action plans
• Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices
• Represents access teams on organizational teams and committees
• Performs other duties as assigned
• Supervises group of non-clinical exempt and nonexempt staff, including subordinate supervisors and managers. 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
• Coordinates and prioritizes the assignment of tasks and helps resolve technical and operational problems.  Evaluates the impact of solutions to ensure goals are achieved
• 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:

• Bachelor’s degree in public health, health care administration or business administration, (or equivalent education, training, or experience)

• 7+ years of progressively responsible professional level experience in healthcare operations, patient access, or a related setting with 5+ years of progressive management experience within a healthcare-based call center
• Proven call center management experience and a focus centered on customer satisfaction/retention and staffing

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 Requirement:

• Physical health sufficient to meet the ergonomic standards and demands of the position

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 $71,200 to $127,200 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.