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Director, Process Improvement - Phoenix, AZ

UnitedHealth Group
Phoenix, AZ
View UnitedHealth Group Company Profile


If you want to achieve more in your mission of health care, you have to be really smart about the business of health care. Challenge yourself, your peers and our industry by shaping what health care looks like and doing your life's best work.(sm)

The Director serves as a primary consultant to the Patient Access executives in process improvement and implementation team activities, managing multiple enterprise-wide Patient Access projects.  The position will assist in the analysis, planning, design / build / testing, and execution of the Patient Access Revenue Cycle Operations vision and strategy; exercise development oversight of new and existing enterprise initiatives, including the overall coordination of resources to support business initiatives; and provide input into Patient Access technology infrastructure and architecture.  The position has frequent contact with the department’s Senior Directors, Regional Patient Registration Directors and the facility Patient Registration Directors, as well as with other Optum360 and client leaders. 

Primary Responsibilities:

  • Assists in identifying & building consensus for facilitation of system and process standardization, utilization of best practices, work integration, change management, issue resolution, metric development and measurement, and communication related to the key components of Patient Access initiatives:

    • Leverages internal resources (Optum360 and Patient Access staff) and external resources (client staff and vendor consultants) to successfully carry out assigned activities.  Provides managerial guidance to assigned analytical and consulting resources within department to act as an internal consulting group for Patient Access leadership on revenue cycle issues spanning across multiple facilities and functional areas.

    • Analyzes all current Patient Access processes, policies and procedures to ensure standardization and compliance; Coordinates efforts to ensure alignment, as required.

    • Identifies opportunities to standardize people / processes and technologies, as well as leverage systems, processes, or other vehicles to lower cost while maintaining or improving customer service. Facilitates planning across Optum360 client service sites, in coordination with the Patient Access Leadership team, including initiative prioritization and implementation in collaboration with other key stakeholders.

    • Provides input and direction into strategic plans, goals, objectives, and budgets as impacted by Patient Access activities.  Details implementation plans on a fiscal year basis to improve Patient Access activities from current state to future desired state.  Presents strategic planning, program recommendations and other content to the Patient Access Leadership Team, Optum360 Executive Team and/or client CFOs.

    • Develops and recommends to Senior Patient Access Leadership, appropriate processes, policies / procedures, resources / governance structures and other methodologies to improve the organization’s operations and enhance data integrity, operational efficiencies and effectiveness, and resulting outcomes.

    • Develops change management strategy to support the transformation of Patient Access operations.  Communicates objectives to key stakeholders to enable participation and acceptance of change efforts.

  • Acts as the key Patient Access representative related to the planning, design / build / test and implementation of all Patient Access strategic and operational initiatives within assigned client and corporate sites.  Serves as the department’s Program Management Office leader:

    • Directly involved in any/all decisions related to the planning, design / build / test and ultimate implementation of Patient Access functional processes, whether new activities or those under process improvement revision.

    • Utilizes project management and change management methodologies to perform related tasks, including but not limited to the development and utilization of: Data Analysis, Business Cases / Return on Investment Analysis, Charters, Project Work Plans, Status Updates, Communications & Change Management Strategy, Process Mapping, Operating Models, Policies / Procedures, Performance Metrics / Monitors, Training & Quality Assurance Strategy, etc.

    • Leads a team comprised of internal resources (Business Consultants, Patient Access associates and others within the Optum360/Optum organization) and external resources (client representatives and/or vendor consultants) to create the “Best Practice” in each area related to operational process flow.

    • Oversees, either directly or through a direct report, development of process and technology enablers, policies and procedures, training and quality assurance metrics / monitors that will support and sustain process and technology systems within Patient Access operations.

    • Implements new programs / processes and activities, coordinating such with various stakeholders, including but not limited to Training / Quality Assurance, Transformation, IT and other Optum360 resources.

  • Develops and utilizes management monitoring and reporting techniques and systems to document current state and future state performance:

    • Researches and recommends leading industry mechanisms for gathering, validating, and documenting performance metrics, establishing accountability, and communicating results.

    • Develops methods for measuring outcomes against established targets; assists in the identification of criterions and effective qualitative / quantitative measurement tools.

    • Develops, monitors and disseminates performance scorecard to measure process outcomes, and to ensure continual process improvements, as required; Ensures all activities are supportive of internal audits, as well as external regulatory requirements.

    • Ensures effective reporting mechanisms are in place within each facility and/or functional area in order to provide required information.

    • Monitors exception / variation reports for each facility and/or functional area.  Discusses exceptions with Patient Access senior leadership and jointly develops plans to remedy identified issues identified. Coordinates corrective action based upon results of monitoring activities.

    • Conducts post-implementation value proposition to measure expected outcomes to actually achieved outcomes, as well as documents / measures potential process variations for further standardization consideration.

  • Promotes a service-oriented culture within the organization and assures satisfaction with the quality and amount of support provided for departmental functions, initiatives and projects:

    • Maintains effective levels of communication between key business and clinical stakeholders for all aspects of services being provided.

    • Maintains professional attitude and ability to relate well with executive management, physicians, other care providers, patients, and others in the Optum360 and client community.

    • Proactively identifies Patient Access process and system improvements that contribute to improved service / outcomes, and implements solutions.

    • Assesses and responds to current and future internal and external healthcare trends in order to establish and ensure the necessary direction for Patient Access activities.

    • Continually seeks ways and means for improving the delivery and support of Patient Access activities and programs.

    • Assures that all departmental processes and systems incorporate the principles of total and continuous quality improvement while exceeding the expectations of the customers.

    • Assures satisfaction among customer groups in regards to the level of support provided and performance outcomes by proactively monitoring, trending, and communicating outcomes and expectations.

    • Understands the job functions of all Patient Access staff; is aware of process flow across other departments, and involves them, as appropriate, when recommended actions may impact their work functions.

  • Maintains professional development and growth through journals, professional affiliations, seminars, and workshops to keep abreast of trends in Patient Access and Revenue Cycle operations and healthcare in general:

    • Participates as appropriate in continuing educational programs and activities that pertain to healthcare and revenue cycle management, as well as specific functional areas.

    • Develops and implements an annual plan of personal and professional development.

    • Demonstrates the competencies necessary to influence others’ behaviors toward a common dedication to Optum360 and client’s mission, goals, and objectives.

    • Participates in local, regional and national health care revenue activities and professionally represents Optum360 Health at these functions.

  • Serves in a leadership role and promotes positive Human Resource Management skills:

    • Leads by example; promotes teamwork by fostering a positive, transparent and focused working environment which achieves maximum results.

    • Fosters teamwork atmosphere between Optum360 and clients at all levels including business and clinical stakeholders

    • Hires and manages staff to achieve strategic objectives.

    • Provides staff training and mentoring.

  • Other duties as needed and assigned by the Vice-President, Patient Access or other Optum360 Leadership, including but not limited to leading and conducting special projects.  Develops project work plans, facilitates resource allocation, executes project tasks and obtains assistance from other intra and inter-Regional resources, as required.  

  • Maintains a working knowledge of applicable Federal, State, and local laws and regulations, Optum360 compliance and integrity guidelines, standards of conduct, as well as other policies and procedures in order to ensure adherence in a manner that reflects honest, ethical, and professional behavior.

This is a telecommuter position, West Coast based telecommuter strongly preferred.


  • JobId: 722749
  • Posted / Updated: 7/17/2017