Collections Representative

This position is National Remote. 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. 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 position is full-time, Monday – Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 8:00am – 5:30pm CST. It may be necessary, given the business need, to work occasional overtime.  

We offer 4 weeks of on-the-job training. The hours of training will be aligned with your schedule.  

  

Primary Responsibilities:

• Answer a high volume of incoming calls on an inbound phone queue from patients or their representative, regarding patient bill balances, payment plans, credit card payment, patient pricing, re-billing insurance companies, copay assistance programs and general customer concerns.
• Process payments, adjustments, refunds, and transfer payments
• Evaluate and respond to email requests regarding patient billing inquiries
• Research, troubleshoot and resolve complex billing issues and customer complaints, taking all steps to resolve and ensure full resolution
• Utilize phone, email, and other communication methods to contact customers, negotiate payments, and resolve outstanding pharmacy account balances.
• Obtain agreement and potential balance payoff and/or payment terms within stated level of authority and guideline limits
• Review open AR and prioritize pharmacy claim activities
• Develop relationships with payers to obtain claim requirements and resolve root causes
• Assure that timely and accurate follow up activity is performed on all pharmacy claims that are not paid within 45 days of submission
• Responsible for review and documenting of key accounts
• Identify issues/trends and escalate to Supervisor/Manager when assistance is needed.
• Develop relationships with other departments to provide feedback about root cause issues
• Provides exceptional customer service to internal and external customers
• Other duties as assigned

  

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
• Must be 18 years of age OR older
• 1+ years of experience with pharmacy claim collections accounts receivable OR 1+ year of Optum Specialty Pharmacy / Drugs, OR pharmacy claim adjudication experience
• 1+ years of experience performing multiple concurrent tasks with strong attention to detail
• 1+ years of basic level skills in Microsoft Excel (opening a workbook, inserting a row, selecting font style and size) and Microsoft Outlook (creating and replying to emails)
• 1+ years of experience working in a customer service call center in the healthcare industry
• Ability to work full-time, Monday – Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 8:00am – 5:30pm CST. It may be necessary, given the business need, to work occasional overtime.

  

Preferred Qualifications:

• Specialty Pharmacy experience
• Experience working in a customer service call center in the healthcare industry
• Customer service experience analyzing and solving customers’ concerns
• Pharmacy billing experience
• Experience working with or billing copay assistance programs.
• Experience in a related environment (i.e., office, call center, customer service, etc.) using phones and computers as primary job tools

  

Telecommuting Requirements:

• Ability to keep all company sensitive documents secure (if applicable)
• Required to have a dedicated work area established that is separated from other living areas and provides information privacy.
• 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
• Proficient with de-escalation
• Exceptional communication skills
• Empathetic customer service skills 

  

*All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter Policy 

  

Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with us, you’ll find a far-reaching choice of benefits and incentives. The hourly pay for this role will range from $17.74 – $31.63 per hour based on full-time employment. We comply with all minimum wage laws as applicable.

Application Deadline: This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.  

  

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.

  

  

UnitedHealth Group is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.

  

UnitedHealth Group is a drug – free workplace. Candidates are required to pass a drug test before beginning employment.

  

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