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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/concerns Leads the execution of various special projects/task forces/business improvement initiatives as requested by senior management Formulates strategic and operational plans for assigned project(s) Supports objectives, strategic improvements, detailed plans, and KPI’s Serves as a leader or contributor to performance improvement initiatives Responsible for successful implementation and achieving required metrics Serves as a change champion for all organizational initiatives (Operational / Patient Experience) Division Oversight/ Management General to direct oversight of day-to-day operations Serves as a subject matter expert for clinic operations Responsible for establishing partnerships with internal / external stakeholders for successful operations Supports 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 goals Leverages tools and resources to effectively manage numerous large to small scale projects and successfully meets timelines, KPI’s and expected outcomes Ensuring patient care is of the highest quality and meets company standards Work to establish positive employee/provider relations Drive/Oversee success of HEDIS, CAHPS, HOS measures within assigned region Responsible for achieving divisional / regional goals and census growth Implementing plans and processes to maintain productivity and profitability Patient Experience Facilitates 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 measured Responsible for CAHPS / HOS / BURKE data and results evaluation, dissemination, and action plan development for the patient experience Regularly review patient experience initiatives that support continued improvement of scores Reviews patient experience reporting and feedback with clinic leaders and providers Identifies opportunities to improve patient experience and partners with appointed patient experience champions / leaders to develop tactics to improve patient experience Financial Management Ensure 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 improvement Operations Manager/ Supervisor Support Provide 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 staff Responsible for developing and growing leaders within the assigned team ensuring turnover remains below identified threshold Support managers in meeting / exceeding their professional and operational goals Ensuring best practices are followed and resolving incidents where the clinic is out of compliance Facilitate and maintain organization culture and values Support with  Performance management Common review (Annually) Talent acquisition/ turnover management Voice survey and action plans Responsible for VOICE survey results, action plans and ensuring success with creating a positive work environment Ensure leader/team member rounding is completed each month and included in monthly reporting Create regular 1:1 meeting to remain connected to clinic operations Partner to create a professional road map for growth Provide training courses, articles, and other materials to support practice leader growth Set goals with timelines and supports teams with achieving/meeting goals and timelines Workflow Oversight and Implementation Responsible 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 practices Supports the development of best practices, ongoing training and ensuring assigned clinics (region) embraces a value-based care organization Monthly Operational Reporting Responsible for monthly regional/divisional reporting & presentation related to performance Reviews and interprets financial reporting and dashboards to optimize clinic/regional operations Leverages monthly reporting guidelines to report on culture, finance, business/strategic and quality metrics to enhance and optimize operations Responsible for development of “action plans” for operational areas requiring improvement (CAHPS, Voice Survey, Financial, Access, etc.)

All other duties as assigned 

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:

3+ years of healthcare experience (preferably in a clinic setting) 3+ years of supervisory experience Experience Managing Multiple Clinical sites Experience prioritizing & managing demanding workloads with concurrent deadlines Knowledge of customer service best practices Knowledge of Microsoft applications such as MS Office Suite Ability to travel within Arizona market 25% of the time 

Preferred Qualifications:

Good understanding of value-based healthcare Proficiency with Epic EMR Medical insurance knowledge to include ICD-10 and CPT coding

Pay 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, you’ll 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.

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.

OptumCare is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.

OptumCare is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.