Patient Access Team Lead - $2,000 Sign On Bonus for External Candidates

About the role

Explore opportunities with Optum, in strategic partnership with ProHealth Care. ProHealth Care is a leader in health care services, serving Waukesha County and surrounding areas for over a century. Locations: Mukwonago – 240 Maple Ave, Mukwonago WI 53149; Oconomowoc – 791 Summit Ave, Oconomowoc WI 53066; Waukesha – 725 American Ave, Waukesha WI 53188. Join a collaborative environment that strives for excellence, nurtures respect, and ensures high-quality care delivery. Help improve community well‑being with your skills, compassion, and innovation.

Responsibilities

• Demonstrate a high level of performance in the Patient Access employee role and effectively establish, prioritize, and balance the various duties of both the lead and employee roles
• Support both the Neuroscience department and Behavioral Health
• Provide first‑level support to the Patient Access team
• Assist with the development and tracking of department metrics; provide reports and updates on care access or patient access activities
• Monitor daily operational functions of the Access departments; interact daily with patients and customers of ProHealth Care; demonstrate excellent customer service skills
• Provide instruction and guidance to Access team members to improve efficiency, quality, and productivity
• Serve as a resource for staff when other department leadership members are not present
• Act as a Subject Matter Expert who provides education/training to staff to support department goals and the patient experience
• Monitor call and EPIC queue volumes and onsite patient volumes to ensure timely customer response; troubleshoot issues throughout the day to obtain resolution
• Monitor and review the work of others; report non‑compliance and/or performance concerns to department leadership
• Assist with escalated communications and onsite patient concerns; provide coaching and resolutions to team members in a timely manner
• Comprehend and verbalize department processes and procedures
• Identify system and workflow improvements to enhance team efficiency
• Analyze problems and provide correct information and solutions
• Assist with department orientation and training of staff