Optum360, Regional Director, Patient Access

UnitedHealth Group - Phoenix, AZ3.6

Full-timeEstimated: $120,000 - $170,000 a year
If you want to achieve more in your mission of health care, you have to be really smart about the business of health care. Challenge yourself, your peers and our industry by shaping what health care looks like and doing your life's best work.(sm)

The Regional Director of Patient Access is directly responsible for providing system level leadership and oversight to Optum360 Patient Access functions, directly overseeing facility-based leadership of Optum 360 Patient Access Departments in the within their assigned Region. This Director will lead key initiatives within the organization to drive effective and efficient Access services, deliver performance excellence through standardization of processes and focus primarily on ensuring best practices are followed within their respective facilities. This position is key in delivering critical feedback and coaching to facility-based leadership, consistently improving the patient, employee and client experience. The Regional Director is a critical member of the Optum360 Patient Access Revenue Cycle Operations team, and directly manages assigned Optum360 Patient Access Facility Directors. This position is directly accountable for meeting performance metrics, key performance indicators established by both the client and Optum 360 to ensure accurate and timely Access and clean billing for optimization of reimbursement. This role is also responsible for creating a patient centric culture while maintaining strong operational.

The Regional Director drives continuous improvements in the timely and accurate capture of patient information, maximizing collections at the point-of-service. This position tracks, monitors and trends performance to improve business objectives and to disrupt the status quo in order to exceed Service Level Agreement commitments. This positon must maintain strong client relationships and represent Optum 360 in all aspects of its values. This Regional Director will serve as a conduit to drive employee engagement, set and balance expectations and reward and recognize winning performance through accountability, performance management, and strong leadership.

If you are located in Arizona or Nevada, you will have the flexibility to telecommute* as you take on some tough challenges.

Primary Responsibilities:
Provides facility level oversight for processes and initiatives designed to improve Revenue Cycle performance in the areas of:
Access, including Point-of-Service Collections
Financial Clearance
Financial Counseling, including collaboration with Self-Pay-Eligibility staff
Customer Service
Other duties as assigned by the local client, including but not limited to Patient Scheduling, Bed Management / Patient Placement, Transfer Center, and Switchboard
Routinely performs site visits to each facility and Business Center of Excellence as needed to provide support, review of process improvements, provide feedback and identify areas of opportunity
Provides comprehensive site visit reports to Sr. Director of Patient Access, Client Service Executive and local Chief Financial Officer as necessary
Effectively leads Quality Assurance and Process Improvement activities; oversees the utilization of local tools to capture data; and studies data and develops new processes to continually improve quality
Maintains knowledge of Revenue Cycle to ensure high productivity and proficiency standards of performance are achieved and utilizes such skills to manage DNFB/FBNM and other Patient Access edits as assigned to meet or exceed targets
Serves as the liaison between all departments of the Patient Access team and collaboratively brings each unit together including establishing, building and maintaining cohesive relationships with the client
Effectively utilizes tools and data provided to capture and continually improve union, client and employee engagement. Leads initiatives towards meeting and exceeding patient satisfaction
Leads by example; promotes teamwork by fostering a positive, transparent and focused working environment which achieves maximum results
Manages Facility Directors and monitors day to day operations at the region level
Participates actively in leadership forums at the system level, and leads such forums and other informational/educational offerings for assigned Patient Access Directors and Managers
Maintains and demonstrates expert knowledge of the application of Patient Access processes and best practices; drives the integration of Optum360 Patient Access related business objectives within the client environment
Assists in identifying & building consensus for facilitation of system and process standardization, utilization of best practices, work integration, change management, issue resolution, metric development and measurement, and communication related to the key components of Patient Access operations:
Executes the integration of the Optum360 Patient Access functions and processes in the facilities they serve related to patient financial care
Works with the Sr. Director to leverage standard processes, systems or other vehicles to reduce waste and cost at the facility while improving patient Access wait times, customer service and the overall patient experience
Provides team leadership and promotes a successful business operation by:
Fosters teamwork atmosphere between business and clinical stakeholders
Hires and manages staff to achieve strategic objectives
Provides staff training and mentoring
Maintains close business relationship with associates at the regional and local levels by ensuring onsite presence at regular intervals and during special events
Provides coaching and development of employees through consistent performance management and constructive feedback geared towards accountability
Rewards and recognizes performance and provides leadership direction during the common review process
Seeks to innovate and foster new ideas toward the development of staff to ensure increased employee engagement and employee satisfaction
Other duties as needed and assigned by the Vice-President, Patient Access or other Optum360 leadership, including but not limited to leading and conducting special projects. Develops project work plans, facilitates resource allocation, executes project tasks and obtains assistance from other intra and inter-departmental resources, as required
Maintains a working knowledge of applicable Federal, State, and local laws and regulations, Optum360’s organizational integrity program, standards of conduct, as well as other policies and procedures in order to ensure adherence in a manner that reflects honest, ethical, and professional behavior. Promotes a service-oriented culture within the organization and assures satisfaction with the quality and amount of support provided for departmental functions, initiatives and projects

Required Qualifications:
Bachelor’s Degree in Healthcare Administration, Business Administration, Finance, Accounting
5+ years of experience in a supervisory / management role
2+ years of experience in Patient Access
Experience leading or participating in large Patient Access-related IT and/or Contact Center program implementation
Demonstrated ability to interpret 3rd party payer contract requirements and recommend, design and implement procedures for compliance with regulations and standards. Ability to negotiate with insurance vendors, medical directors, and 3rd party payers when appropriate in order to facilitate the delivery of care in the most appropriate setting
Operational knowledge of Federal and State regulations pertaining to patient admissions, as well as standards from regulatory agencies and accrediting organizations (DHS, HCFA, OSHA, TJC)
Proficiency with: Microsoft Excel, Word, PowerPoint
Experience with the major Patient Access technologies
Must be able to travel 50% of the time

Preferred Qualifications:
Master’s Degree
Experience managing multi facilities
5+ years of consulting and project management experience in revenue cycle design and optimization
1+ years of Acute Care Facility Patient Access Department leadership experience, managing one or more functional areas of: Patient Scheduling, Pre-Service/Financial Clearance, Access, Financial Counseling, or other management functions related to revenue cycle activities in a complex, multi-site environment
Extensive Contact Center / Telephony experience in Patient Scheduling and/or Patient Access-related activities preferred to fully meet job expectations
Certification within Healthcare Financial Management Association (HFMA) and/or the National Association of Healthcare Access Management (NAHAM)
Experience leading or participating in large Patient Access-related IT and/or Contact Center program implementation
Careers with Optum. Here's the idea. We built an entire organization around one giant objective; make health care work better for everyone. So when it comes to how we use the world?s large accumulation of health-related information, or guide health and lifestyle choices or manage pharmacy benefits for millions, our first goal is to leap beyond the status quo and uncover new ways to serve. Optum, part of the UnitedHealth Group family of businesses, brings together some of the greatest minds and most advanced ideas on where health care has to go in order to reach its fullest potential. For you, that means working on high performance teams against sophisticated challenges that matter. Optum, incredible ideas in one incredible company and a singular opportunity to do your life's best work.(sm)

  • All Telecommuters will be required to adhere to UnitedHealth Group’s Telecommuter Policy.
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.