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UnitedHealth Group

Regional Registration Director - Phoenix AZ

Phoenix, AZ

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together.

The Regional Registration Director of Patient Access is directly responsible for providing system level leadership and oversight to OptumInsight Patient Registration functions, directly overseeing facility-based leadership of OptumInsight Patient Registration Departments in the within their assigned Region. This Director will lead key initiatives within the organization to drive effective and efficient registration 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 OptumInsight Patient Access Revenue Cycle Operations team, and directly manages assigned OptumInsight Patient Registration Facility Directors. This position is directly accountable for meeting performance metrics, key performance indicators established by both the client and OptumInsight to ensure accurate and timely registration and clean billing for optimization of reimbursement. This role is also responsible for creating a patient centric culture while maintaining strong operational.

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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 position must maintain strong client relationships and represent OptumInsight 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.

NOTE: Qualified candidates must live in the Phoenix AZ regional area to be considered (this is an onsite position working Full-Time at hospital facilities in the area and not open for remote work)

Primary Responsibilities:

  • Provides facility level oversight for processes and initiatives designed to improve Revenue Cycle performance in the areas of:
    • Registration, 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 Registration, 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 Registration 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 Registration Directors and Managers
  • Maintains and demonstrates expert knowledge of the application of Patient Registration processes and best practices; drives the integration of OptumInsight Patient Registration 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 OptumInsight Patient Registration 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 registration 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 OptumInsight 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, OptumInsight'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

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.

Years of post-high school education can be substituted/is equivalent to years of experience.

Required Qualifications:

  • 5+ years of experience working in a Supervisory/Management role within an Acute Care hospital Patient Access department setting
  • 5+ years of consulting and project management experience in revenue cycle design and optimization (working in a hospital Patient Registration Department, physician office setting, healthcare insurance company, revenue cycle vendor, and/or other revenue cycle role)
  • Extensive Contact Center / CRM / Telephony experience in Patient Scheduling and/or Patient Access-related activities
  • Experience leading or participating in large Patient Access-related IT and/or Contact Center program implementation
  • Requires proficiency with: Microsoft Excel, Word, Project, PowerPoint, and SharePoint
  • Prior experience with the major Patient Access technologies currently in use, and/or other "like" systems
  • Qualified candidates must live in the Phoenix AZ region area to be considered (this position works full-time onsite at hospital locations in Phoenix and is not eligible for remote work)

Preferred Qualifications:

  • Certification within Healthcare Financial Management Association (HFMA) and/or the National Association of Healthcare Access Management (NAHAM)
  • Excellent organizational skills required (ability to multi-task, produce rapid turnaround, and effectively manage multiple projects)
  • Exemplary level leadership and business driver skills (ability to make hard decisions focusing upon operational goals and business requirements)
  • Exemplary level ability to influence change and serve as primary change agent
  • Demonstrated client service orientation
  • Solid program management skills with the ability to lead and manage multiple, concurrent running projects, prioritize tasks and adapt to frequent changes in departmental priorities. Ability to recognize necessary changes in priority of tasks and allocation of resources, and bring them to the attention of Optum360 leadership, as required. Demonstrated knowledge of process improvement techniques are essential to success, as is the ability to be a self-starter and work independently to move projects successfully forward
  • Ability to work with a variety of individuals in executive, managerial and staff level positions. The incumbent frequently interacts with staff at the Corporate/National, Regional and Local organizations. May also interact with external parties, such as financial auditors, third party payer auditors, consultants, and various hospital associations
  • Must be comfortable operating in a collaborative, shared leadership environment that encourages change engagement and participation, and open dialogue. Ability to work within the organization at all levels utilizing a very "hands-on" approach to creating value and buy-ins as the lead change facilitator
  • Ability to attract, develop, deploy and retain a world-class revenue cycle team, capable of performing as a team and of evolving with the organization's vision and with cutting-edge technologies
  • Must possess a personal presence that is characterized by a sense of honesty, integrity, and caring with the ability to inspire and motivate others to promote the philosophy, mission, vision, goals, and values of Optum360 and our client organization(s)
  • 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).

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.

Client-provided location(s): Phoenix, AZ, USA
Job ID: UHG-2209816
Employment Type: Full Time

Perks and Benefits

  • Health and Wellness

    • HSA
    • On-Site Gym
    • HSA With Employer Contribution
    • Health Insurance
    • Dental Insurance
    • Vision Insurance
    • Life Insurance
    • Short-Term Disability
    • Long-Term Disability
    • FSA
  • Parental Benefits

    • Non-Birth Parent or Paternity Leave
    • Birth Parent or Maternity Leave
  • Work Flexibility

    • Remote Work Opportunities
  • Office Life and Perks

    • Commuter Benefits Program
  • Vacation and Time Off

    • Leave of Absence
    • Personal/Sick Days
    • Paid Holidays
    • Paid Vacation
  • Financial and Retirement

    • Relocation Assistance
    • Performance Bonus
    • Stock Purchase Program
    • 401(K) With Company Matching
    • 401(K)
  • Professional Development

    • Promote From Within
    • Shadowing Opportunities
    • Access to Online Courses
    • Tuition Reimbursement
  • Diversity and Inclusion

    • Diversity, Equity, and Inclusion Program

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