Patient Access Team Lead - Waukesha, WI

Opportunities with ProHealth Care, part of the Optum family of businesses. 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 and discover the meaning behind Caring. Connecting. Growing together.

Hours: Ability to work 8 hour shifts between the hours of 6:30am to 8:00pm CST, Monday- Friday

Location: N16 W24131 Riverwood Drive, Waukesha, WI 53188

We offer 4 - 8 weeks of paid training. The hours of training will be based on your schedule or will be discussed on your first day of employment.

Primary Responsibilities:

• Demonstrates a high level of performance in the Patient Access Center employee role and effectively establish, prioritize, and balance the various duties of both the lead and employee roles
• Provide first level support to the Patient Access team
• A technical professional who assists with the development and tracking of department metrics and will provide reports and updates on care access or patient access activities
• Responsible for the monitoring of daily operational functions of the Access departments and will have daily interaction with patients and customers of ProHealth Care and must have demonstrated excellent customer service skills
• Provides instruction and guidance to the Access team members to improve efficiency, quality, and productivity
• Serves as a resource for staff, which includes when other department leadership members are not present
• A Subject Matter Expert who provides education / training to staff to support and enhance department goals and the patient experience
• Monitors the call and EPIC queue volumes and onsite patient volumes to ensure timely customer response, troubleshooting any issues or problems throughout the day to obtain resolution
• Monitors and reviews the work of others and reports non-compliance and / or performance concerns to department leadership
• Assist with escalated communications and onsite patient concerns; provides coaching and resolutions to team members in a timely manner
• Comprehends and verbalizes processes and procedures of the department
• Identifies system and workflow improvements to enhance the team's efficiency
• Analyzes problems and provides correct information and solutions
• Assists with department orientation and training of staff
• Maintains a high-quality work environment so other team members are motivated to perform at their highest level
• Establishes and maintains effective relationships with team members
• Assists with access operations team scheduling; may be assigned on - call rotation for locations with on-call
• Assists with department staff meetings and agendas
• Performs a variety of tasks and assignments including special projects
• Practices active listening skills
• Change Agent that supports the growth of the department
• Excellent Communication skills
• Working team member assisting with incoming and outgoing duties and other daily ancillary tasks for Access departments

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)
• 2+ years of healthcare experience
• 2+ years of scheduling experience in a medical setting
• Ability to work any 8-hour shift between the hours of 6:30 AM - 8:00 PM CST Monday-Friday
• Must be 18 years of age OR older

Preferred Qualifications:

• Previous leadership experience

Soft Skills:

• Adaptability
• Problem solving abilities
• Ability to work in a collaborative setting
• Ability to multi-task
• Good critical thinking skills   

At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone–of every race, gender, sexuality, age, location and income–deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes — an enterprise priority reflected in our mission. 

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. 

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