Supervisor of Medical and Clinical Operations,

About the role

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

Careers with Optum are rewarding and challenging. We offer weeks of on-the-job training. The hours during training will be 5:00 am - 8:00 pm.

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
• Ensures employee schedules and timecards are edited and maintained accurately and timely. Authorizes staff timecards as assigned
• Maintains and demonstrates expertise to function as a resource for staff, other departments and patients
• 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 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
• 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

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