Supervisor of Medical and Clinical Operations

About the role

This position is Onsite. Our office is located at 725 American Ave, Waukesha, WI 53188.

Career opportunities are available with Optum, in strategic partnership with ProHealth Care. 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 as an Optum Team Member supporting Pro Health Care and discover the meaning behind Caring. Connecting. Growing together.

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
• 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
• 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
• Ensures employee schedules and timecards are edited and maintained accurately and timely. Authorizes staff timecards as assigned
• 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
• Supervises assigned systems/processes and report sets to ensure optimal efficiency
• Provides input to Manager or Director for capital, operating and staffing budgets. Provide fiscal oversight of allocated resources, assets and expenses
• Supports the implementation of solutions to department level challenges
• Implements and completes department goals

Qualifications

• High School Diploma / GED OR equivalent work experience
• Must be 18 years of age OR older
• 2+ years of experience working in healthcare call center operations, medical office administration, admitting / registration, OR scheduling
• 1+ years of leadership / team lead experience
• Ability to travel up to 10% of the time to our other local healthcare facilities
• Ability to be on call every 5th weekend
• Intermediate level of proficiency with Microsoft Word (create correspondence and work within templates) and Microsoft Outlook (email and calendar management)
• Ability to work full-time, Monday - Friday, primarily covering the day hours for operations. Employees are required to have flexibility to work any of our shift schedules during our normal business hours of 5:00 am - 8:00 pm. You will be covering the Neuro/IVP, behavioral health, and various hospital areas including Emergency department, switchboard operations, admitting & registration and information desk. It may be necessary, given the business need, to work occasional overtime

Skills

• Intermediate level of proficiency with Microsoft Word (create correspondence and work within templates) and Microsoft Outlook (email and calendar management)

Benefits

Our mission of helping people live healthier lives extends to our team members. Learn more about our range of benefits designed to help you live well.

Life

Resources and support to focus on what matters most to you, in every facet of your life.

Emotional

Education, tools and resources to help you reduce and manage stress, build resilience and more.

Physical

Health plans and other coverage to support wellness for you and your loved ones.

Financial

Benefits for today and to help you plan for the future, including your retirement.