Supervisor, Medical Clinical Operations - Waukesha, WI

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 inclusion, talented peers, comprehensive benefits and career development opportunities.

About the role

This position is a first-shift Supervisor at Waukesha Memorial Hospital, full-time Monday - Friday, primarily covering day hours for operations. You will oversee Neuro/IVP, behavioral health, and various hospital areas including the Emergency Department, switchboard operations, admitting and registration, and the information desk. Employees are required to have flexibility to work any shift during normal business hours of 5:00 AM - 8:00 PM and may need to work occasional overtime. We offer weeks of on-the-job training with hours from 5:00 AM - 8:00 PM.

Work location: 1185 Corporate Center Dr, Oconomowoc, WI 53066.

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 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; 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
• 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 Leadership Attributes as assigned by their leader; provides leadership in accordance with outlined behaviors to achieve service excellence, organizational goals, values, regulatory compliance, and fiscal responsibility
• Provides input to Manager or Director for capital, operating, and staffing budgets; provides 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
• Provides Human Resources leadership to direct reports through effective hiring, orienting, training, mentoring, and coaching with input and support from the Manager or Director
• Provides ongoing recognition, feedback, and development; holds staff accountable for success
• Ensures appropriate resources are provided for staff
• Provides input for a staffing plan that meets both customer expectations and financial constraints
• Creates 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

Requirements

• 2+ years of experience working in healthcare call center operations, medical office administration, admitting/registration, or scheduling
• 1+ years of leadership/team lead experience
• Intermediate level of proficiency with Microsoft Word (create correspondence and work within templates) and Microsoft Outlook (email and calendar management)
• Ability to travel up to 10% of the time to other local healthcare facilities
• Ability to be on call every 5th weekend
• Ability to work full-time, Monday - Friday, primarily covering day hours for operations with flexibility to work any shift during normal business hours of 5:00 AM - 8:00 PM

Preferred Qualifications

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

Pay

The salary for this role will range from $60,200 - $107,400 annually based on full-time employment. Pay is based on several factors including but not limited to local labor markets, education, work experience, and certifications.

Benefits

In addition to your salary, we offer a comprehensive benefits package, incentive and recognition programs, equity stock purchase, and 401k contribution (all benefits are subject to eligibility requirements).

Schedule

• Full-time, Monday - Friday, primarily covering day hours for operations
• Flexibility to work any shift during normal business hours of 5:00 AM - 8:00 PM
• Occasional overtime may be required
• On-call every 5th weekend