Opportunities with ProHealth Care, part of the Optum family of businesses. ProHealth Care is proud to be a leader in health care services, serving Waukesha County and the surrounding areas for more than a century. Explore opportunities across the full spectrum of care as you help us improve the well-being of the community with your skills, compassion, and innovation. Be part of a collaborative environment that strives for excellence, nurtures respect, and ensures high-quality care delivery to our patients. Join us in making an impact and discover the meaning behind Caring. Connecting. Growing together.

　　Demonstrates a high level of performance in the Care Access Center employee role and effectively establish, prioritize and balance the various duties of both the lead and employee roles. Provide first level support to the Care Access or Patient Access team.

　　A technical professional who assists with the development and tracking of dept metrics and will provide reports and updates on care access or patient access activities. Responsible for the monitoring of daily operational functions of the Access depts and will have daily interaction with patients and customers of ProHealth Care and must have demonstrated excellent customer service skills.

　　This position is full-time. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 7:15am - 5:30pm CST (on-call rotation). It may be necessary, given the business need, to work occasional overtime. Our office is located at N16 W24131 Riverwood Drive Waukesha, WI 53188. Based on company needs may rotate at 791 Summit Ave, Oconomowoc, WI 53066 & 240 Maple Ave Mukwonago, WI 53149.

　　We offer weeks of paid training. The hours of the training will be based on schedule or will be discussed on your first day of employment.

　　Primary Responsibilities:

　　Provides instruction and guidance to the Access team members to improve efficiency, quality and productivity.

　　Serves as a resource for staff, which includes when other department leadership members are not present.

　　A Subject Matter Expert who provides education/ training to staff to support and enhance department goals and the patient experience.

　　Monitors the call and EPIC queue volumes and onsite patient voumes to ensure timely customer response, troubleshooting any issues or problems throughout the day to obtain resolution

　　Monitors and reviews the work of others and reports non-compliance and/ or performance concerns to department leadership.

　　Assist with escalated communications and onsite patient concerns; provides coaching and resolutions to team members in a timely manner.

　　Comprehends and verbalizes processes and procedures of the department.

　　Identifies system and workflow improvements to enhance the team's efficiency.

　　Analyzes problems and provides correct information and solutions.

　　Assists with department orientation and training of staff.

　　Maintains a high quality work environment so other team members are motivated to perform at their highest level.

　　Establishes and maintains effective relationships with team members.

　　Assists with access operations team scheduling; may be assigned on-call rotation for locations with on-call.

　　Assists with department staff meetings and agendas.

　　Performs a variety of tasks and assignments including special projects.

　　Practices active listening skills

　　Change Agent that supports the growth of the department

　　Excellent Communication skills

　　Working team member assisting with incoming and outgoing duties and other daily ancillary tasks for Access departments

　　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 equivalent experience

　　Must be 18 years or older

　　2+ years of related call center experience

　　2+ years of healthcare experience

　　2+ years of scheduling experience in a medical setting

　　Ability to work full-time between 7:15am - 5:30pm CST (on-call rotation) including the flexibility to work occasional overtime given the business need

　　Preferred Qualifications:

　　Previous leadership experience

　　Oncology/women’s health scheduling experience

　　Soft Skills:

　　Adaptability

　　Problem solving abilities

　　Ability to work in a collaborative setting

　　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.

　　Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity / Affirmative Action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

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

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