UnitedHealth Group
You’ll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges.
Combine two of the fastest – growing fields with a culture of performance, collaboration and opportunity and this is what you get. Leading edge technology in an industry that’s improving the lives of millions. Here, innovation isn’t about another gadget, it’s about making Healthcare data available wherever and whenever people need it, safely and reliably. There’s no room for error. Join us and start doing your life’s best work.SM
As a Billing Customer Service Representative, you’ll provide our 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 bills.
This position is full-time (40 hours/week) Monday – Friday. Hours will be 8:30am to 5:00pm, CST, Monday – Friday. It may be necessary, given the business need, to work occasional overtime. This is a remote position and training will be conducted virtually from your home.
*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, re – billing 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+ Experience working in a fast-paced environment, with the ability to easily adjust to new priorities and new processes
- 1+ years’ 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
- Fluent in basic typing skills and use of ten key.
- Ability to work from 8:30am – 5:00pm CST, Monday – Friday including the flexibility to work occasional overtime per business need
Preferred Qualifications:
- Prior call center experience in the healthcare industry
- Knowledge of billing/finance and eligibility processes, practices, and concepts
- Fluent in, and able to read, write and speak Spanish, with experience translating complex medical terminology
- Proficient 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