Senior Customer Service Representative – Norristown, PA

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 diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together.

This position is full time. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 8:30am – 5:00pm, Monday to Friday. It may be necessary, given the business need, to work occasional overtime. Our office is located at 400 Egypt Rd Norristown, PA 19403.

We offer 6 weeks of training. The hours of training will be aligned with your schedule.

If you are located within commutable distance to 400 Egypt Rd Norristown, PA 19403, you will have the flexibility to work remotely* as you take on some tough challenges.

 

Primary Responsibilities:

• Answer high volume calls on an ACD line from clients, regarding disputes, credit card payments, pricing and other general concerns on a daily basis
• Make out-bound calls to clients, Sales, Account Managers, Quest labs, and other internal customers with information to help escalate billing issues for a timely resolution
• Develop and maintain productive relationships with customers (e.g., provide a good first impression, command attention and respect, maintain professional tone, demonstrate confidence, de-escalate/defuse customers as needed)
• Manage internal customer service mailbox requests within 5-7 business days
• Research and resolve correspondence from paper, fax, email or phone call
• Work all correspondence batches in date order following the timeline for completion
• Use effective communication within the team to ensure consistent coverage of duties such as, staffing for phones, adhering to set lunch schedule for phone coverage, and managing of internal and external mailboxes
• Work directly with the Collection Coordinators to process adjustments, manual sales and refunds for accurate invoicing
• Perform all aspects of research needed to take place for accurate billing resolution which includes but is not limited to, working mail returns, pulling chain of custody forms, requesting check pulls from Cash, reviewing account activity and previous notes in billing system.
• Be the liaison for having direct contact with clients, Quest labs, Accounts Payable, Sales reps, Account Managers, local Quest standard business units and Quest non-standard business units on behalf of clients with billing issues
• Thorough navigation of both Quest Billing System and the Billing Web is needed to handle requests
• Ensure accurate follow-up is being made on the status of disputes being handled outside the team
• Follow Quest and Optum 360’s guidelines and SOP’s
• Follow Compliance and HIPAA regulations at all times
• Assist Collectors and assisting with the collection of small balances
• Maintain average speed of answer and backlog days for correspondence
• Ability to meet production and quality standards set forth by the department

 

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 or older
• 2+ years of customer service experience
• Ability to work once a month onsite at 400 Egypt Rd Norristown, PA 19403
• Ability to work full-time, Monday – Friday between 8:30am – 5:00pm

 

Preferred Qualifications:

• Previous Billing experience
• Experience with Microsoft Office – Microsoft Word, Excel, PowerPoint, Outlook (ability to create, edit, save and send documents, spreadsheets, presentations and correspondence) and Microsoft Access (create, edit, format, manipulate data)
• Advanced experience using Microsoft Excel, including knowledge in function capabilities, analysis, and creating formulas

 

Telecommuting Requirements:

• Reside within commutable distance to 400 Egypt Rd Norristown, PA 19403
• 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.

 

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

 

The hourly range for this role is $16.88 to $33.22 per hour based on full-time employment. Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. UnitedHealth Group complies with all minimum wage laws as applicable. In addition to your salary, UnitedHealth Group offers 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 UnitedHealth Group, you’ll find a far-reaching choice of benefits and incentives.

 

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.

 

 

Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity / Affirmative Action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

 

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

 

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