UnitedHealth Group
You’ll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges.
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. Come make an impact on the communities we serve as we help advance health equity on a global scale. Here, you will find talented peers, comprehensive benefits, a culture guided by diversity and inclusion, career growth opportunities and your life’s best work.
Positions in this function are responsible for providing expertise and customer Svs support to members, customers, and/or providers. Direct phone-based customer interaction to answer and resolve a wide variety of inquiries. As a Billing Customer Service Representative, you’ll provide our members patients with the information they need to make better decisions about their health, helping them get access to the right care the first time. Every day, you’ll provide compassionate and empathetic support to 50 to 70 callers providing guidance, support, and resolution for escalated issues. This is no small opportunity. This is where you can bring your compassion for others while building your career. This role is equally challenging and rewarding. You’ll be on the phone for long periods of time and encounter all types of communication styles and personalities as you help resolve conflicts or issues. You’ll deal with stressful situations and resolve complex health care concerns in a positive, simplified manner so that callers fully understand their health care plans and solutions bills. You’ll have easy access to the support of your colleagues and supervisor for real-time collaboration and troubleshooting via various technical solutions.
This role is equally challenging and rewarding. You’ll be on the phone for long periods of time and encounter all types of communication styles and personalities as you help resolve conflicts or issues. You’ll deal with stressful situations and resolve complex health care concerns in a positive, simplified manner so that callers fully understand their health care plans and solutions.
This position is full-time (40 hours/week) Monday – Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 8:30am-8:00pm (EST). It may be necessary, given the business need, to work occasional overtime.
*All Telecommuters will be required to adhere to UnitedHealth Group’s Telecommuter Policy.
Primary Responsibilities:
- Answer a high volume of calls from patients or their representative, regarding patient bill balances, payment plans, credit card payments, patient pricing, rebilling insurance companies and general customer concerns
- Process adjustments, refunds, transfer bills, mail returns and perform manual sales
- Evaluate and respond to all aspects of written billing inquiries, including but not limited to: billing insurances, and updating invoices
- Research, troubleshoot and resolve complex billing issues and customer complaints, taking all steps to resolve and ensure full resolution
- Maintain tracking log of all escalated patient correspondence, providing status updates to leadership as needed
- Ability to perform all aspects of billing customer service as needed
- May be a certified Medical Coder and / or involved in medical coding
- Thorough navigation of both Quest Billing System and the web
- Maintain all Compliance and HIPAA regulations at all times
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 Diploma / GED (or higher)
- 2+ years of customer service experience or experience in a medical office, health care, call-center or office setting analyzing and solving customer problems
- 1+ years of experience working in a fast-paced environment, with the ability to easily adjust to new priorities and new processes
- 1+ years of experience performing multiple concurrent tasks with strong attention to detail
- Familiarity with computer and Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications
- Fluency in basic typing skills and use of ten key
- Ability to work a set 8-hour shift between the hours of 8:30am-8:00pm EST
Preferred Qualifications:
- Prior call center experience in the healthcare industry health care experience
- Knowledge of billing/finance and eligibility processes, practices, and concepts
- Proficiency in translating health care-related jargon and complex processes into simple, step-by-step instructions customers can understand and act upon
Telecommuting Requirements:
- Required to have a dedicated work area established that is separated from other living areas and provides information privacy
- Ability to keep all company sensitive documents secure (if applicable)
- Must live in a location that can receive a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service
Soft Skills:
- Demonstrated ability to listen skillfully, collect relevant information, build rapport, and respond to customers in a compassionate manner
- Proficient conflict management skills including the ability to resolve stressful situations
- Exceptional communication skills
- Empathetic customer service skills
- Fluency in, and able to read, write and speak English