Patient Services Supervisor

Optum NY/NJ, is seeking a Patient Services Supervisor to join our team in West Nyack, NY. Optum is a clinician-led care organization that is changing the way clinicians work and live.  

As a member of the Optum Care Delivery team, you'll be an integral part of our vision to make healthcare better for everyone.

At Optum, you'll have the clinical resources, data and support of a global organization behind you so you can help your patients live healthier lives. We believe you deserve an exceptional career and will empower you to live your best life at work and at home. Experience the fulfillment of advancing the health of your community with the excitement of contributing new practice ideas and initiatives that could help improve care for millions of patients across the country. Because together, we have the power to make health care better for everyone. Join us and discover how rewarding medicine can be while Caring. Connecting. Growing together. 

Optum has an immediate opening for a friendly, patient focused and detailed oriented Patient Services Supervisor to join our team. The Patient Services Supervisor is responsible for the completion of set processes and protocols. Works cooperatively with all members of the care team to support the vision and mission of the organization, deliver excellent customer service and adhere to Lean processes. Supports the teams in meeting financial, clinical and service goals. The Patient Services Supervisor will manage the daily operations of the Patient Services Department and provide leadership and guidance to staff.

Schedule:Office is open seven days a week (365 days a year). This role would consist of a 40-hour work week, (5 -8-hour shifts) between the hours of 8:00 am to close (approximately 8:00 pm). Holidays and weekend coverage. The schedule will be determined by the director upon hire.

Location: 2 Centerock, Rd. West Nyack, NY 10994

Primary Responsibilities:

• Adheres to standards of professionalism set by the Practice
• Always maintains professional appearance by adhering to dress code and wearing identification badge
• Demonstrates and maintains professionalism in behavior and courtesy toward the patients and staff
• Respects confidentiality and is HIPAA compliant in all aspects of communication regarding patient, Practice and staff members
• Functions as a member of a team committed to quality patient care
• Takes initiative to keep informed of new/revised Policy and Procedures, Standards of Care and incorporates these into practice
• Maintains a working knowledge of Practice Policy and Procedures; effectively communicates information regarding the Practice to those who require it
• Attends and contributes to regularly scheduled department Supervisors meetings and Medical Home Meetings
• Facilitates department meetings /huddles
• Provides and administers training for Quarterly Patient Services staff meetings
• Completes Mandatory Education timely and consistently
• Handles difficult situations and people with tact, professionalism and H.E.A.R.T.
• Demonstrates good judgment in escalating difficult situations and people to Management personnel
• Demonstrates flexibility in scheduling and/or traveling to meet patient and office needs
• May be required to assist with coverage during time of staffing shortages and may occasionally require travel
• May be required to travel to other sites to provide support
• Demonstrates professionalism in attendance & punctuality
• Monitor timesheets and document number of unauthorized or unscheduled absences, a pattern of before and after weekend absences, tardiness and early departures, and long meal periods in accordance with the policy
• Maintains and promotes a positive work attitude fostering teamwork and acceptance of management decisions
• Assists staff whenever possible, to achieve office goals / patient satisfaction
• Works independently, takes initiative in completing assignments and does so without reminder
• Reviews MD schedules in advance to assure adequate staffing for specific suites and locations and sends out a Daily Staffing Plan
• Completes all miscellaneous work i.e. projects, reports, process improvement initiatives, etc. assigned by Physician, Director of Operations or the Director of Patient Services accurately and in a timely fashion
• Maintains supply inventories and equipment necessary for the effective performance of the department/location
• Maintains a neat, organized, orderly environment in the reception and waiting room areas including business cards, brochures, signage, etc.
• Administers Patient Services Department Orientation process including Part A and Part B Department checklists to new employees as needed. The Part A entails conducting New Hire Orientation including department policy and procedure review, job description review and basic overview of department operations. Also provides new hires with a work schedule and assures access to Outlook, EPIC and GTS. The Part B utilizes a competency exercise to evaluate compliance with department policies and procedures
• Assists with training and implementing new software systems, i.e. Sparq, Epic, GTS, etc.
• Monitors all Patient Services staff compliance through daily audits of encounters, work queues, copay collection and mandatory education reports and on-site departmental observation audits to ensure quality, accuracy, and compliance with registration and billing requirements
• Identifies staff that need retraining and provides additional education and support
• Implements supplemental training sessions as needed
• Provide feedback and competencies to Director of Patient Services / Assistant Director of Patient Services as it relates to Patient Services policies and procedures for staff Performance Evaluation purposes
• Works with Patient Services Educators and the Manager of Patient Services to communicate policy and procedure to Patient Services staff and identifies opportunities for training to ensure quality, accuracy, and compliance with all policies and procedures
• Develops and maintains employee work schedules; reviews physician schedules to evaluate for adequate staffing
• Organizes coverage for attendance of Patient Services personnel during training sessions
• Serves as the on-call supervisor whenever the building is open, including weekends and holidays, to ensure continuous operational oversight and support. Supervisors will utilize their personal phone during on-call shifts to remain accessible and responsive to urgent needs
• Actively demonstrates good oral and written communication skills with both internal and external customers
• Implement and support the LEAN processes i.e. Standard work, Huddles, etc.
• Works with a sense of urgency
• Oversees and performs (when and or/if necessary) all essential task skills of the Patient Services Representative and Patient Services Team Leader
• Maintains regular and effective communication with the Director, Assistant Director, and Manager to align goals, escalate concerns, and support departmental initiatives
• Be responsible for responding to Issue Trak submissions and patient complaints in a timely and professional manner, with a commitment to resolving concerns within 24 hours. Promoting effective communication and proactive problem-solving, you will help uphold the high standards of service that our organization is known for
• Actively participates in the interview process for new hires, assessing candidates for role fit, team alignment, and organizational values
• Leads the onboarding process for new hires, ensuring a smooth transition into the team through orientation, initial training, and ongoing support
• Performs other duties as assigned

What are the reasons to consider working for UnitedHealth Group?  Put it all together - competitive base pay, a full and comprehensive benefit program, performance rewards, and a management team who demonstrates their commitment to your success. Some of our offerings include:

• Paid Time Off which you start to accrue with your first pay period plus 8 Paid Holidays
• Medical Plan options along with participation in a Health Spending Account or a Health Saving account
• Dental, Vision, Life& AD&D Insurance along with Short-term disability and Long-Term Disability coverage
• 401(k) Savings Plan, Employee Stock Purchase Plan
• Education Reimbursement
• Employee Discounts
• Employee Assistance Program
• Employee Referral Bonus Program
• Voluntary Benefits (pet insurance, legal insurance, LTC Insurance, etc.)

You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear directions 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
• 2+ years of supervisory/leadership experience overseeing 12+ employees  
• 2+ years in a healthcare setting  
• Intermediate level of computer proficiency (including the ability to work on multiple web browsers using dual monitors at the same time including Microsoft Outlook)
• Ability to travel to other offices if needed

Preferred Qualifications:

• Experience working with electronic health records
• Experience working with scheduling programs for patients and doctors
• Experience in scheduling for multiple staff
• Knowledge and ability to learn and apply job functions, and minimal medical terminology knowledge

Soft Skills: 

• Ability to work independently and as a team, and maintain good judgment and accountability 
• Demonstrated ability to work well with health care providers 
• Ability to develop interdepartmental relationships
• Strong organizational and time management skills 
• Ability to multi-task and prioritize tasks to meet all deadlines 
• Ability to work well under pressure in a fast-paced environment 
• Excellent verbal and written communication skills; ability to speak clearly and concisely, conveying information in a manner that others can understand, as well as ability to understand and interpret information from others

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 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.

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