Patient Access Team Lead

Optum; Waukesha (WI); On-site; USD 57,308,000 - 103,155,000; Full time

Benefits offered by this job

Sign-on bonus ($2,000)

Job summary

Optum, in partnership with ProHealth Care, seeks a Patient Access Team Lead in Waukesha to oversee front-end access and staff. The role emphasizes leadership, performance tracking, and a focus on patient experience in a complex healthcare setting.

Responsibilities include scheduling coordination, monitoring Epic queues, coaching team members, and driving improvements in patient access operations. A $2,000 sign-on bonus is available to external applicants and paid training begins within 4–8 weeks.

Qualifications

• High School Diploma or GED is required.
• Healthcare experience and scheduling experience in a medical setting are required.
• Ability to work 2nd or 3rd shift and be 18 years or older.

Responsibilities

• Demonstrates high performance in Patient Access, balancing lead and staff duties.
• Provide first level support to the Patient Access team and track department metrics.
• Monitor EPIC queues, patient volumes, and ensure timely customer response.
• Coach staff, provide training, and improve department efficiency and productivity.
• Collaborate with department leadership and other teams when needed.

Skills

Leadership experience

Ability to multi-task

Soft skills

Education

High School Diploma / GED

Tools

Scheduling software

Job description

Improve the lives of others while Caring. Connecting. Growing together.

Job Description - Patient Access Team Lead (2380696)

Patient Access Team Lead - 2380696

$2000 SIGN ON BONUS FOR EXTERNAL APPLICANTS

Explore opportunities with Optum, in strategic partnership with ProHealth Care.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 as an Optum Team Member supporting Pro Health Care and discover the meaning behindCaring. Connecting. Growing together.

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 employee role and effectively establish, prioritize, and balance the various duties of both the lead and employee roles


• Support both our Neuroscience department and Behavioral Health


• 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.


• 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


• 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.)

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


• 2+ years of healthcare experience


• 2+ years of scheduling experience in a medical setting


• Ability to work 2nd shift (2:00pm - 11:30pm) and 3rd shift (11:00pm - 7:00am) hours


• Must be 18 years of age OR older

Preferred Qualifications:

• Previous leadership experience

Soft Skills:

• Problem solving abilities


• Ability to work in a collaborative setting


• Ability to multi-task


• Good critical thinking skills

**PLEASE NOTE** The sign-on bonus is only available to external candidates. Candidates who are currently working for UnitedHealth Group, UnitedHealthcare or a related entity in a full time, part time or per diem basis ("Internal Candidates") are not eligible to receive a sign on bonus.

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 hourly pay for this role will range from $20.00 to $36.00 per hour 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.

UnitedHealth Group 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.

UnitedHealth Group is a drug‑free workplace. Candidates are required to pass a drug test before beginning employment.

UnitedHealth Group is committed to working with and providing reasonable accommodations to individuals with physical and mental disabilities. If you need special assistance or accommodation for any part of the application process, please call 1-866-566-8715 to be connected to Recruitment Services. Recruitment Services hours of operation are 7 a.m. to 7 p.m. CT, Monday through Friday.

UnitedHealth Group is a registered service mark of UnitedHealth Group, Inc. The UnitedHealth Group name with the dimensional logo, as well as the dimensional logo alone, are both service marks for the UnitedHealth Group, Inc.

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.