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 Supervisor collaborates with and supports the Clinical Behavioral Health Directors, Clinical Managers and Clinical staff across the country. The Supervisor also works in partnership with Compliance and Regulatory, Provider Network teams, Account Managers, External Providers & Facilities in the overall day-to-day management of the team. This leader manages the day-to-day operations of staff having responsibility for handling a wide range of non-clinical tasks intended to support all Optum Behavioral Health teams. The team would be responsible for tasks such as:

• Gathering clinical information to create authorizations
• Placing outbound calls to Mental Health and Substance Abuse facilities to obtain member treatment status
• Obtain missing information relevant to authorization and to report authorization status

Primary Responsibilities:

• Overseeing a team of 18-21 non-clinical staff that supports clinical operations
• Overseeing Authorizations including Psych Testing Auth's, EAP Auth's, ABA Auth's and State specific Auth's with strict TATs
• Overseeing Medicare Failed Fax Authorizations are processed within the stated TATs
• Managing the team's case assignment process ensuring all items are handled timely
• Overseeing the team's mailbox ensuring request are triaged out and worked timely
• Point of contact for CMS Compliance Audits to review timeliness of Approval Letters and Faxes
• Oversight of teams process flows and training documents are updated and communicated to our team members as needed
• Recommend process changes to business partners that will create efficiency gains for the team and the organization
• Provides input into the development and/or modification of policies and procedures
• Interfaces with IT staff to assure that all system issues, updates, changes and problems are addressed with little impact to the team and the organization
• Manage, track and approve HR transactions, PTO usage, Time Sheets and overtime requests
• Interviewing, screening and hiring new staff members to the team
• New Hire Onboarding - including creating training agenda and executing a training plan effectively
• Complete and review annual appraisals of staff through Common Review Process
• Conduct Supervisor monthly 1×1's and Team meetings with staff to coach and encourage best practices and to review individual and team production goal attainment
• Perform quality audit checks to ensure expectations are being met and to identify possible training gaps
• Assures that all tasks are prioritized so that productivity, accuracy and turnaround times are met adhering to service level agreements
• Address training / cross training needs of the team timely and effectively
• Manages Production Dashboard reporting ensuring tasks are attended to and managed timely
• Stays abreast of changes and/or updates in policies, procedures, regulations and addresses privacy/compliance issues that may be impacted by the work of the team
• Manage and triage escalations as needed and timely
• Actively participates on site-wide projects to promote employee engagement and support community involvement

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 education or equivalent experience
• 3+ years business office experience
• Experience with developing and implementing quality controls
• Experience with executing strategies to improve performance metrics
• Working knowledge of creating & analyzing performance dashboards that support key business decisions
• Familiar with how a Performance Management Process works
• Familiar with and understanding of compliance and regulatory guidelines
• Demonstrated skill in using Microsoft office system products (Outlook, Word, Excel and Power Point)
• Demonstrated technical aptitude and ability to interface with IT staff
• Proven ability to creating training documents and process flows
• Proven ability to facilitate training sessions on process flows
• Proven solid ability to plan & manage numerous processes, people and projects simultaneously
• Proven solid customer service orientation
• Proven collaboration & delegation skills
• Well-developed verbal and writing skills

Preferred Qualification:

• 2+ years Supervisor / People Management experience

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.

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