Collections Supervisor

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 inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together.

In the role of Supervisor, Medical Collections, you will lead a team that is responsible for contacting and consulting with patients of family members regarding the payment of medical bills. Your role will include the selection and hiring of new team members, training of your team and insuring that all policies and procedures are being followed correctly. Balancing both customer and employee needs along with recovering payments is the key to being a successful supervisor/manager in this division.

Primary Responsibilities:

• Coordinate, supervise and accountable for the daily/weekly/monthly activities of a team of 15 to 20 Medical Collections Representatives
• Set priorities for the team to ensure task completion and performance goals for the team are achieved
• Coordinate work activities of team with other supervisors, managers, and departments
• Participate in the recruitment, training and staffing functions for the department to ensure the timely hiring of qualified new employees, that all employees are properly trained in all aspects of their roles and that staffing levels are adequate to meet the business demand
• Provide regular coaching and feedback to team members, including formal corrective action when needed as well as completing annual performance reviews
• Identify and resolve operational problems using defined processes, expertise, and judgment
• Provide expertise and support for escalated calls and/or situations from both internal and external customers as needed
• Consistently provide practical/relevant recommendations for improvements to process or practices and participates in the implementation
• Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regards to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so

Required Qualifications:

• Associate degree or higher preferred
• 4+ years Customer Service, Billing or Collections experience
• 3+ years experience in AR (Accounts Receivable) Insurance for Hospitals and Physicians
• 2+ years of leadership level experience in hospital revenue cycle, with expertise in billing and collections
• Experience in Acute and Ambulatory Services - In Patient and Out Patient
• Experience in coaching and supporting employees through building trust and collaboration that results in improved business and employee performance
• Demonstrated proficiency of Revenue Cycle Management Applications and process flow through registration, charge entry, billing, collections, reimbursement calculation and payment
• Proficient problem solving approach to quickly assess current state and formulate recommendations
• Proficient conflict management skills to include ability to resolve issues in a stressful situation and demonstrating personal resilience
• Demonstrated ability to work with computer and Windows PC applications, which includes the ability to learn new and complex computer system applications

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.

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