Service Delivery Manager

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 This function is responsible for managing teams for optimum reduction of AR Days aging and or FBNS and working with payers to improve or maintain cash goals set Positions in this function interact with customers internal and external gathering support data to ensure accurate billing and collection processes are followed Provide input to policies systems methods and procedures for the effective management and control of the premium collection Educate customers regarding issues or concerns in achieving the goals set Monitor outstanding balances and take appropriate actions to ensure responsible parties payers IPA or others pay as billed Manage the preparation reporting to upper leadership and complete reconciliation of billing or collection with leadership teams and or client This position is responsible for managing and coordinating team efforts toward a specific service delivery function of the facility The position provides coaching feedback and corrective action to service delivery team members where needed The Manager carries out duties by adhering to the highest standards of ethical and moral conduct acts in the best interest of organization and carries out the Vision and Mission of the organization Primary Responsibilities During the transition of any project the manager should assist in planning preparing and integrating facility Billing processes Manage the work of team members by empowering coaching answering questions giving guidance and leading by example The manager is expected to conduct skip conversations focus group discussions triad sessions and coaching audits as frequency determined by superior Ensure that adequate procedures exist for accurate and timely processing of claims to payers Ensure compliance with state and federal laws regulations for Medicaid Medicare non-government and other third-party billings The manager should monitor on-line claim editing submission and reconciliation procedures ensure compliance with CPT HCPCS and ICD coding regulations and guidelines Provide relevant guidance to Supervisors and staff to resolve internal and external issues Inform leadership of any significant issues in the Billing collections area e g Billing backlogs HIM bill drop delays payer issues vendor issues etc Stay abreast of regulatory requirements and company compliance policies ensuring timely staff education Help ensure that appropriate personnel policies are adhered to and any personnel problems are addressed in an appropriate and timely manner Assist in hiring managing and developing department staff to ensure an appropriate skills base is present in the staff as well as to ensure that skills needed for future needs are developed in advance of their need Assist in establishing monitoring controls to ensure appropriate submission and acceptance of electronic and manual bills Monitor and report issues that will affect cash performance rejections denials timely filing and act on trends and or root causes Monitor performance according to quality and productivity standards developed internally and documented in SLAs Review adjustment requests and approve those which are valid for write-off Help coordinate and promote implementation and monitoring of standard processes reporting and education programs Assist in the implementation of company-wide initiatives such as the development of operational models education programs and contract compliance Develop specific objectives and performance standards for each area of responsibility Identify and implement process improvements to lower costs and improve service to facility customers Identify opportunities for innovation knowledge sharing and other leading practices within facility managed and among peer group Perform staff reviews and prepare performance documents for direct reports Conduct team client performance reviews and ensure action plans in place to meet SLA MBO requirements Collaborate with onshore partners on inventory management payer trend issues and other items impacting SLA requirements Evaluates quality processes and seeks opportunities to streamline Considers the customer experience business impact and solution objective when managing risks and development and design of solutions Projects possible attrition and create and implement actions to drive employee retention Practice and adhere to the Code of Conduct philosophy and Mission and Value Statement When necessary escalate accounts to appropriate facility and or department leadership staff Develops key documentation and power points including but not limited to Risk Issue Action Plans Meeting Minutes etc to establish and maintain regular follow up with identified stakeholders tracking progress and identifying risks Promotes teamwork and displays ability to effectively communicate and coordinate multiple activities both domestic and global Assists leadership in project management activities including but not limited to Scope Management - Plans and controls scope for simple to complex projects Data Management - Effectively collects catalogs maintains and utilizes account data to analyze current state work effort and situation s proposed future state operations and actual outcomes to drive improvement Work plan Management - Effectively creates maintains and communicates identified issues related to work effort resources and statuses to meet financial team goals Risk Issue Action Item Management - Effectively facilitates the defined approach through communication in partnership with their Supervisor Anticipates complex issues and facilitates resolution escalates issues with the proper balance of urgency and calm composure Other duties as needed and assigned by their superior 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 Eligibility To apply to an internal job employees must meet the following criteria Performance rating in the last common review cycle of Meets Expectations or higher Not be on any active CAP Corrective Action Plan or active disciplinary action Time in Role Guidelines - Should have been in your current position for a minimum of 12 months if you have not met the recommended minimum time in role discuss your career interest with your manager and gain alignment prior to applying And share the alignment email with respective recruiter while applying Employee should be at the highest level of the current grade to apply for the next grade Required Qualifications Bachelor s degree in business or related field Work Experience 7 years of management leadership experience 5 years of experience in Hospital Revenue Cycle or must undergo process training and pass ramp certification Thorough understanding of insurance policies and procedures Working knowledge of medical terminology Intermediate to advanced computer skills must understand Excel Proven excellent written and verbal communication Technical Knowledge Proven excellent analytical and quantitative skills ability to develop appropriate methods for collecting analyzing and trending data Proven excellent organizational skills required ability to multi-task produce rapid turnaround and effectively manage multiple projects Proven high sense of responsibility and accountability Takes ownership and initiative Proven to be results-oriented with an eye toward the end-goal and business results as the objective of our projects Proven ability to think and act decisiveness assertiveness with ability to achieve results quickly Proven excellent communication capability persuasive inclusive and encouraging the ability to listen and understand Ability to elicit cooperation from a variety of resources Proven to be adaptable and flexible with the ability to handle ambiguity and sometimes changing priorities Proven professional demeanor and positive attitude customer service orientation Proven ability to learn understand and apply new technologies methods and processes Proven ability to recognize necessary changes in priority of tasks and allocation of resources and bring them to the attention of Optum360 Leadership as required Proven ability to be a self-starter and work independently to move projects successfully forward Proven ability to work with a variety of individuals in managerial and staff level positions Proven to possess a personal presence that is characterized by a sense of honesty integrity and caring with the ability to inspire and motivate others to promote the philosophy mission vision goals and values of Optum and our client organization s 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