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.

This position is full-time, Monday - Friday. Employees are required to have flexibility to work any shift schedules during our normal business hours of 7:30 am - 4:00 pm CST, with after hours on call responsibilities . It may be necessary, given the business need, to work occasional weekends. Our office is located at 240 Maple Ave Mukwonago, WI 53149.

We offer 4 weeks of paid training during normal business hours.

Primary Responsibilities:

Investigates, resolves, and documents patient, physician, and customer inquiries and concerns. Leads Patient Satisfaction and Service Excellence

Initiatives within the department. Develops and implements action plans to improve service.

Maintains metrics and statistics as assigned.

Measures and monitors staff productivity and quality. Performs quality audits on staff and provides feedback and education based on results.

Completes staff performance scorecards to monitor quality, productivity, and service levels.

Tracks department errors, develops monthly reports, monitors trends, and educates staff and customers as appropriate.

Ensures employee schedules and timecards are edited and maintained accurately and timely. Authorizes staff timecards as assigned.

Works assigned work queues and work lists to completion and troubleshoots and removes barriers.

Maintains and demonstrates expertise to function as a resource for staff, other departments and patients

Communicates complete information to staff and customers using active listening and verifies understanding of requirements in order to successfully complete patient access processing.

Actively and effectively leads and investigates access issues to facilitate staff education and issue resolution. Proactively escalates issues as necessary.

Supervises assigned systems/processes and report sets to ensure optimal efficiency.

Demonstrates the Leadership Attributes as assigned by their leader. Provide leadership in accordance with the outlined behaviors toachieve service excellence, organizational goals, values, regulatory compliance and fiscal responsibility.

Provides input to Manager or Director for capital, operating and staffing budgets. Provide fiscal oversight of allocated resources, assets and expenses.

Makes recommendations to adjust for variations in projected budget income caused by fluctuating volumes and other external forces.

With input and support from the Manager or Director, provide Human Resources leadership to direct reports through effective hiring, orientating, training, mentoring and coaching.

Provide ongoing recognition, feedback and development, holding staff accountable for success.

Ensure appropriate resources are provided to staff.

Provide input for a staffing plan that meets both customer expectations and financial constraints.

Create an environment where Employee Engagement feedback facilitates positive change.

Provides leadership to direct reports in the execution of work plans and short term goals. Implements department level changes to supporting processes and systems.

Supports the implementation of solutions to department level challenges.

Implements and completes department goals.

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

Must be 18 years of age OR older

1+ years of leadership / team lead experience

2+ years of current experience working in healthcare call center operations, medical office administration, admitting / registration, OR scheduling

Experience with Microsoft Word (create correspondence and work within templates) and Microsoft Outlook (email and calendar management)

Ability to travel up to 10% to local healthcare facilities

Ability to work full-time onsite at Waukesha Memorial Hospital - Mukwonago, 240 Maple Ave Mukwonago, WI 53149

Ability to work between the hours of 7:30 AM - 4:00 PM CST from Monday - Friday, with after hours on call responsibilities

Preferred Qualifications:

Experience with Microsoft Excel (data entry, sort / filter, and work within tables)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.

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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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