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This position is responsible for leading operations support for overall business and clinical functions delivered at multiple sites in the Phoenix Metropolitan area. This position oversees all aspects of site operations on a day-to-day basis. Primary responsibilities include : provision of technical support for the front and back office teams, oversight of business and clinical compliance, ensure cost effective practices, monitor business outcomes and financial business analysis. This position works closely with the providers and site MA leadership to optimize patient flow, develop and maintain quality improvement strategies as they relate to customer service and best medical practices. Accountable to meet the operation needs of each facility. Recruits and retains outstanding staff. Ensures the overall competency of staff and maintains facility compliance with federal and state regulations and Optum policies and procedures :
Primary Responsibilities :
- Project Management / Performance Management
Serves as a Lean Leader- Ensuring clinic operational efficiency
Monitors clinic performance metrics develops implements plans / corrective actions to address operational issues / concernsLeads the execution of various special projects / task forces / business improvement initiatives as requested by senior managementFormulates strategic and operational plans for assigned project(s)
Supports objectives, strategic improvements, detailed plans, and KPIsServes as a leader or contributor to performance improvement initiativesResponsible for successful implementation and achieving required metricsServes as a change champion for all organizational initiatives (Operational / Patient Experience)Division Oversight / ManagementGeneral to direct oversight of day-to-day operations
Serves as a subject matter expert for clinic operationsResponsible for establishing partnerships with internal / external stakeholders for successful operationsSupports and ensures all clinics remain compliant with health and safety standards- conducting quarterly mock assessments with a compliance rate of >98% on all assessments
Sets, recommends, and achieves project timelines, appropriately manages, and reports on projects supporting larger operational goalsLeverages tools and resources to effectively manage numerous large to small scale projects and successfully meets timelines, KPIs and expected outcomesEnsuring patient care is of the highest quality and meets company standardsWork to establish positive employee / provider relationsDrive / Oversee success of HEDIS, CAHPS, HOS measures within assigned regionResponsible for achieving divisional / regional goals and census growthImplementing plans and processes to maintain productivity and profitabilityPatient ExperienceFacilitates excellent customer service and satisfaction while achieving organization-specific financial goals
Support the patient experience efforts, projects and responsible for ensuring all C-I-CARE initiatives are implemented, adopted, and measuredResponsible for CAHPS / HOS / BURKE data and results evaluation, dissemination, and action plan development for the patient experienceRegularly review patient experience initiatives that support continued improvement of scoresReviews patient experience reporting and feedback with clinic leaders and providersIdentifies opportunities to improve patient experience and partners with appointed patient experience champions / leaders to develop tactics to improve patient experienceFinancial ManagementEnsure financial success for assigned clinics
Management and oversight of revenue cycle for assigned region / division of clinics- specifically managing clinic influenced issues such as denials, eligibility, co-pay, etc.Partners with ancillary departments (billing / coding) to identify opportunities for improvementOperations Manager / Supervisor SupportProvide leadership for Operations Managers and / or Supervisors
Support to managers and supervisors to ensure regions / clinics achieve goals outlined for operational success
Recruits, retains, and promotes outstanding staffResponsible for developing and growing leaders within the assigned team ensuring turnover remains below identified thresholdSupport managers in meeting / exceeding their professional and operational goalsEnsuring best practices are followed and resolving incidents where the clinic is out of complianceFacilitate and maintain organization culture and valuesSupport withPerformance management
Common review (Annually)Talent acquisition / turnover managementVoice survey and action plansResponsible for VOICE survey results, action plans and ensuring success with creating a positive work environmentEnsure leader / team member rounding is completed each month and included in monthly reportingCreate regular 1 : 1 meeting to remain connected to clinic operationsPartner to create a professional road map for growthProvide training courses, articles, and other materials to support practice leader growthSet goals with timelines and supports teams with achieving / meeting goals and timelinesWorkflow Oversight and ImplementationResponsible for ensuring organization best practice workflows and procedures are implemented and fully adopted. This includes developing and managing an audit process to ensure sustained compliance
Regularly reviews and reports on observations, areas requiring improvement and actions to ensure 100% alignment with best practicesSupports the development of best practices, ongoing training and ensuring assigned clinics (region) embraces a value-based care organizationMonthly Operational ReportingResponsible for monthly regional / divisional reporting & presentation related to performance
Reviews and interprets financial reporting and dashboards to optimize clinic / regional operationsLeverages monthly reporting guidelines to report on culture, finance, business / strategic and quality metrics to enhance and optimize operationsResponsible for development of action plans for operational areas requiring improvement (CAHPS, Voice Survey, Financial, Access, etc.)All other duties as assigned
Youll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.
Required Qualifications :
3+ years of healthcare experience (preferably in a clinic setting)3+ years of supervisory experienceExperience Managing Multiple Clinical sitesExperience prioritizing & managing demanding workloads with concurrent deadlinesKnowledge of customer service best practicesKnowledge of Microsoft applications such as MS Office SuiteAbility to travel within Arizona market 25% of the timePreferred Qualifications :
Good understanding of value-based healthcareProficiency with Epic EMRMedical insurance knowledge to include ICD-10 and CPT codingPay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with us, youll find a far-reaching choice of benefits and incentives. The salary for this role will range from $89,900 to $160,600 annually based on full-time employment. We comply with all minimum wage laws as applicable.
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