Patient Services Team Lead - Goshen and Warwick, NY - Optum

Opportunities with Optum in the Tri-State region (formerly CareMount Medical, ProHEALTH New York, Crystal Run Healthcare and Riverside Medical Group). Come make a difference in the lives of people who turn to us for care at one of our hundreds of locations across New York, New Jersey, and Connecticut. Work with state-of-the-art technology and brilliant co-workers who share your passion for helping people feel their best. Join a dynamic health care organization and discover the meaning behind Caring. Connecting. Growing together.  

Crystal Run HealthCare, part of Optum, has an immediate opening for a friendly, patient focused and detailed oriented Patient Services Team Leadto join our team. The hours are Monday through Friday a 37.5 hour work week to be determined by the supervisor between the hours of 7:00 am to 7:00 pm.  

Patient Services Team Leadis responsible for the completion of set processes and protocols. Works cooperatively with all members of the care team to support the vision and mission of the organization, deliver excellent customer service and adhere to Lean processes. Supports the teams in meeting financial, clinical and service goals.

Location:  7 Hatfield Lane, Goshen, NY 10924 and 75 Ronald Reagan Blvd, Warwick, NY 10990

Primary Responsibilities: 

• Adheres to standards of professionalism set by the Practice
• Always maintains professional appearance by adhering to dress code and wearing identification badge
• Demonstrates and maintains professionalism in behavior and courtesy toward the patients and staff
• Respects confidentiality and is HIPAA compliant in all aspects of communication regarding patient, Practice and staff members
• Functions as a member of a team committed to quality patient care
• Takes initiative to keep informed of new/revised Policy and Procedures, Standards of Care and incorporates these into practice
• Maintains a working knowledge of Practice Policy and Procedures; effectively communicates information regarding the Practice to those who require it
• Attends and contributes to regularly scheduled department Supervisors meetings and Medical Home Meetings
• Facilitates department meetings or reads minutes
• Provides and administers training for Quarterly Patient Services staff meetings
• Completes Mandatory Education annually
• Handles difficult situations and people with tact, professionalism and H.E.A.R.T
• Demonstrates good judgment in escalating difficult situations and people to Management personnel
• Demonstrates flexibility in scheduling and or traveling to meet patient and office needs
• May be required to assist with coverage during time of staffing shortages and may occasionally require travel
• May be required to travel to newly integrated sites to provide training and support
• Demonstrates professionalism in attendance & punctuality. Consider number of unauthorized or unscheduled absences, a pattern of before and after weekend absences, tardiness and early departures, and long meal periods in accordance with CRHC policy
• Maintains and promotes a positive work attitude fostering teamwork and acceptance of management decisions
• Assists staff whenever possible, to achieve office goals / patient satisfaction
• Works independently, takes initiative in completing assignments and does so without reminder
• Reviews MD schedules in advance to assure adequate staffing for specific suites and locations and sends out a Daily Staffing Plan
• Completes any and all miscellaneous work i.e. projects, reports, process improvement initiatives, etc. assigned by Physician, Director of Operations or the Director of Patient Access accurately and in a timely fashion
• Maintains supply inventories and equipment necessary for the effective performance of the department/location
• Maintains a neat, organized, orderly environment in the reception and waiting room areas, i.e. magazines physician business cards, brochures, signage, etc
• Administers Patient Services Department Orientation process including Part A and Part B Department checklists to new employees as needed. The Part A entails conducting New Hire Orientation including department policy and procedure review, job description review and basic overview of department operations. Also provides new hires with a work schedule and assures access to Outlook, EPM and Ultipro. The Part B utilizes a competency exercise to evaluate compliance with department policies and procedures
• Assists with training and implementing new software systems, i.e. Phreesia, Crystal Connect, etc
• Monitors all Patient Services staff compliance through daily audits of encounters, fee tickets, Significant Events, reports and on-site departmental observation audits to insure quality, accuracy, and compliance with registration and billing requirements
• Identifies staff that are in need of retraining and provides additional education and support
• Implements supplemental training sessions as needed
• Provide feedback and competencies to Director of Operations as it relates to Patient Services policies and procedures for staff Performance Evaluation purposes
• Works with Patient Services Trainers and the Director of Patient Access to communicate policy and procedure to Patient Services staff and identifies opportunities for training to insure quality, accuracy, and compliance with all policies and procedures
• Develops and maintains employee work schedules; reviews physician schedules to evaluate for adequate staffing
• Organizes coverage for attendance of Patient Services personnel during training sessions
• Responsible for weekend On Call Coverage
• Actively demonstrates good oral and written communication skills with both internal and external customers
• Implement and support the LEAN processes i.e. Standard work, Huddles, etc
• Works with a sense of urgency
• Oversees and performs (when and or/if necessary) all essential task skills of the Patient Services Representative and Patient Services Team Leader
• Human Capital Management: Builds and manages workforce based on organizational goals, budget considerations, and staffing needs. Ensures employees are appropriately selected, trained evaluated, and rewarded; takes action to address performance problems. Develops the ability of others to perform and contribute to the organization by providing ongoing feedback and by providing opportunities to learn. Manages and resolves conflicts and disagreements in a constructive manner. Inspires and fosters team commitment, spirit, pride, and trust. Facilitates cooperation and motivates team members to accomplish group goals
• Work Management: Holds self and others accountable for measurable high-quality, timely, and cost effective results. Determines objectives, sets priorities, and delegates work. Accepts responsibility for mistakes. Complies with established control systems, policies and procedures
• Financial Management: Monitors and manages expenses within department to include; regular and overtime staff hours, appropriate approval of education and travel expenditures, equipment and supplies and specific departmental expenditures. Develops and monitors annual operational and capital budgets for area of responsibility
• Performs other duties as assigned
  

What are the reasons to consider working for UnitedHealth Group?  Put it all together – competitive base pay, a full and comprehensive benefit program, performance rewards, and a management team who demonstrates their commitment to your success. Some of our offerings include:

• Paid Time Off which you start to accrue with your first pay period plus 8 Paid Holidays
• Medical Plan options along with participation in a Health Spending Account or a Health Saving account
• Dental, Vision, Life& AD&D Insurance along with Short-term disability and Long-Term Disability coverage
• 401(k) Savings Plan, Employee Stock Purchase Plan
• Education Reimbursement
• Employee Discounts
• Employee Assistance Program
• Employee Referral Bonus Program
• Voluntary Benefits (pet insurance, legal insurance, LTC Insurance, etc.)
• More information can be downloaded at: http://uhg.hr/uhgbenefits

You’ll 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:

• High School Diploma/GED (or higher)
• 1+ years of experience working in medical front office position performing duties such as scheduling appointments, checking patients in/out, insurance verification, collecting co-pays, and maintaining medical records
• Intermediate level of computer proficiency (multi-task through multiple applications including Microsoft Outlook, Excel, and Word)

Preferred Qualifications:

• Experience working with an electronic health record (EPIC)
• 1+ years of Healthcare related experience  
• 3+ years of supervisory or managerial experience 

Soft Skills: 

• Ability to work independently and maintain good judgment and accountability 
• Demonstrated ability to work well with health care providers 
• Strong organizational and time management skills 
• Ability to multi-task and prioritize tasks to meet all deadlines 
• Ability to work well under pressure in a fast-paced environment 
• Excellent verbal and written communication skills; ability to speak clearly and concisely, conveying information in a manner that others can understand, as well as ability to understand and interpret information from others 

New York Residents Only: The salary range for New York residents is $16.54 to $32.55 per hour. Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. UnitedHealth Group complies with all minimum wage laws as applicable. In addition to your salary, UnitedHealth Group offers 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 UnitedHealth Group, you’ll find a far-reaching choice of benefits and incentives. 

#RPO, #RED