Supervisor I Patient Access Center - Kelsey Seybold - Patient Access Center

UnitedHealth Group; Pearland (TX); Remote; USD 50,000 - 89,000; Full time

Benefits offered by this job

Remote work flexibility

Career development opportunities

Job summary

UnitedHealth Group's Kelsey-Seybold Clinic vacancy seeks a Patient Access Center Supervisor I to lead Health Service Representatives, coaching performance and ensuring policy adherence.

The role partners with Workforce Management for staffing, serves as an escalation point for providers, and supports remote work flexibility while driving service quality and accuracy.

Qualifications

• Associate or equivalent experience in patient access operations.
• Experience coaching and supervising a team.
• Strong communication and interpersonal skills.
• Proficient in call routing and workforce management systems.
• Fluent in English, both verbal and written.

Responsibilities

• Lead and coach Health Service Representatives to meet performance goals.
• Monitor phone queues and implement improvement plans.
• Partner with Workforce Management for staffing and scheduling.
• Escalate issues to providers and clinic staff as needed.

Skills

Patient Access Center experience

Contact center technologies

Microsoft Office Suite

English proficiency

Communication skills

Project management

Education

Associate's degree in Business/Health Care or related field

Bachelor's degree preferred

Tools

Cisco telephony

Calabrio Workforce Management

Job description

Explore opportunities with Kelsey-Seybold Clinic, part of the Optum family of businesses. Work with one of the nation's leading health care organizations and build your career at one of our 40+ locations throughout Houston. Be part of a team that is nationally recognized for delivering coordinated and accountable care. As a multi-specialty clinic, we offer care from more than 900 medical providers in 65 medical specialties. Take on a rewarding opportunity to help drive higher quality, higher patient satisfaction and lower total costs. Join us and discover the meaning behind Caring. Connecting. Growing together.

The Patient Access Center Supervisor I (PAC Sup I) provides leadership, coaching, development and support to their team of Health Service Representatives (HSRs). This position is responsible for identifying training and performance needs, monitoring phone and work queue performance, developing action plans for improving and sustaining team performance as well as participating and completing special projects as assigned. The PAC Supervisor I partners with Workforce Management to ensure effective resource planning to maximize productivity of their team. The PAC Sup I works closely with clinic partners and serves as an escalation point for providers and clinic staff. The position is responsible for ensuring that all policies are followed as well as identifying and executing changes in policies and procedures.

If you are located in Houston, TX, you will have the flexibility to work remotely* as you take on some tough challenges.

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:

• Associate's degree in Business, Health Care or related field or equivalent work experience
• 2+ years in an applicable role within the Patient Access Center, with demonstrated strong performance or 1 year experience as a Team Lead or Coordinator at Kelsey-Seybold Patient Access Center; or 2 years supervisory experience in a contact center environment
• Working knowledge of Contact Center technologies, including call routing and workforce management systems
• Proficiency in using Microsoft Office Suite (Team, PowerPoint, Excel, Word)
• Proven solid ability to coach, counsel, and motivate a team toward service and performance goals
• Proven fluent in verbal and written English
• Proven solid communication and interpersonal skills with the ability to effectively listen and communicate complex information in a clear and concise manner
• Proven ability to work in a fast-paced deadline-oriented environment with a high level of accuracy and excellent attention to detail Strong organizational and time management skills
• Proven effective project management skills

Preferred Qualifications:

• Bachelor's degree in Business, Health Care or related field
• Experience with Cisco telephony
• Experience with Calabrio Workforce Management
• Fluent in Conversational Spanish

*All employees working remotely will be required to adhere to UnitedHealth Group's Telecommuter Policy

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 $49,700 - $88,800 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.