Senior Customer Service Representative

This position is Remote in Mainland USA, you will have the flexibility to work remotely* 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.

We’re a dynamic partnership formed by Quest and Optum to combine our unique expertise. As part of the growing family of UnitedHealth Group, we’ll leverage our compassion, our talent, our resources and experience to bring financial clarity and a full suite of Revenue Management services to Healthcare Providers, nationwide.

As a Senior Customer Service Representative, you’ll provide our members 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 position is full time (40 hours / week), Monday – Friday. Employees are required to have flexibility to work the nationwide call center hours which is open from 8:30 AM – 8:00 PM EST. It may be necessary, given the business need, to work occasional overtime. To meet the needs of the business during operating hours, we have four shifts. After successful completion of training, one of the following shifts will be assigned:

• 8:30AM – 5:00 PM EST
• 9:30 AM – 6:00 PM EST
• 10:30 AM – 7:00 PM EST
• 11:30 AM – 8:00 PM EST

We offer 3 – 4 months of virtual instructor – led training program (approximately 6 weeks) and on-the-job training (approximately 90 days). The hours of training will be 9:00 AM – 5:30 PM EST.

 

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

 

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.

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
• 2+ years of customer service experience OR experience in a medical office, health care, call center, OR office setting with analyzing and solving customer problems
• Experience with working in a call center OR handling a high volume of calls
• Ability to use computers and Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications
• Ability to commit to full time attendance during the 90-day training period between the hours of 9:00 AM – 5:30 PM EST during training with no absences
• Ability to work any of our 8-hour shift schedules during our normal business hours of 8:30 AM – 8:00 PM EST from Monday – Friday. Specific shift will be assigned after training ends.

 

Preferred Qualifications:

• Health care experience
• Knowledge of billing / finance and eligibility processes, practices, and concepts
• Proficient in translating health care – related jargon and complex processes into simple, step – by – step instructions customers can understand and act upon
• Bilingual fluency in English and Spanish

 

Telecommuting Requirements:

• Reside within Mainland USA
• 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

 

*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.