Senior Customer Service Representative

If you are located within Mainland USA, you will have the flexibility to work remotely* as you take on some tough challenges.  

Optum Insight is improving the flow of health data and information to create a more connected system. We remove friction and drive alignment between care providers and payers, and ultimately consumers. Our deep expertise in the industry and innovative technology empower us to help organizations reduce costs while improving risk management, quality and revenue growth. Ready to help us deliver results that improve lives? 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. The shift is as follows: 

• Virtual Instructor-Led Training (approximately 6 weeks): 9:00am – 5:30pm EST 
• On-the-Job-Training (OJT) Training (approximately 90 days): 9:00am – 5:30pm EST 
• Deployment to full-time position: The nationwide call center is open from 8:30am – 8:00pm EST. To meet the needs of the business during operating hours, we have four shifts. After successful completion of training, oneof the following shifts will be assigned:
  • 8:30am – 5:00pm EST 
  • 9:30am – 6:00pm EST 
  • 10:30am – 7:00pm EST 
  • 11:30am – 8:00pm EST

It may be necessary, given the business need, to work occasional overtime.

   

Primary Responsibilities:

• Answer a high volume of calls from patients or their representative, regarding patient bill balances, payment plans, credit card payments, patient pricing, rebilling insurance companies and general customer concerns
• Evaluate and respond to all aspects of 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 patient contacts
• Ability to perform additional projects or tasks based on business need
• Thorough navigation of the Quest Billing System and other applicable applications
• 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 experience working in a call center handling a high volume of inbound calls.
• 2+ years of experience in a medical office or health care setting analyzing and resolving customer health care concerns.
• Ability using 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 (9:00am – 5:30pm EST), with no absences.
• Ability to work any eight-hour shift between Monday – Friday, from 8:30am – 8:00pm EST.  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

  

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 $17.98 – $32.12 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.