Bilingual (English / Spanish) Senior Customer Service Representative – National Remote

Cuando se trata de salir adelante y tienes la voluntad de ganar, vamos a llamarlo gran potencial de carrera! Imagine being able to get answers to your health plan questions from someone who speaks the same language as you do. Or, the opposite, not being able to get the answers. At UnitedHealth Group, we want our customers to get those answers by speaking to one of our Bilingual Representatives. If you’re fluent in English and Spanish, we can show you how to put all of your skills, your passions and your energy to work in a fast – growing environment.  

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. 

As a Senior Customer Service Representative, you’ll compassionately deliver an exceptional experience to between 50 to 70 callers per day, always remembering that there is a real person on the other end of the phone who is looking for help, guidance, and support. You’ll also provide support to your team members by serving as a resource or subject matter expert.  Both of these are opportunities for you to identify and exceed our customer expectations by committing to and building strong relationships internally and externally. At the end, you’ll know you performed with integrity and delivered the best customer service experience making all your customers and team members feel better because they talked to you.

This position is full-time (40 hours / week), Monday – Thursday 11:30 am – 8:00 pm and Friday 10:30 am – 7:00 pm. It may be necessary, given the business need, to work occasional overtime.

This position will require employees to attend a 6-week virtual instructor-led training program 9:00 AM – 05:30 PM EST from Monday – Friday. 

You’ll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges. 

  

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
• 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 analyzing and solving customer problems
• Bilingual fluency in English and Spanish
• Familiarity with computer and Windows PC applications, which includes the ability to learn new and complex computer system applications 
• Ability to train for the first 6-weeks between 9:00 AM – 05:30 PM EST from Monday – Friday 
• Ability to work Monday – Thursday 11:30 am – 8:00 pm and Friday 10:30 am – 7:00 pm

 

Preferred Qualifications:

• Prior health care experience
• Medical terminology 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 

 

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

 

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