Complex Customer Care 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 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 are continually searching for people like you to help us provide the most innovative health care services. Join a team that will make you feel valued and discover the meaning behind: Caring. Connecting. Growing together.

The Senior Customer Service Representative is responsible for resolving telephone calls regarding billing and collection of patient accounts within the Customer Service department of the Single Business Office for John Muir Health.  

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 07:55am - 04:35pm PST. It may be necessary, given the business need, to work occasional overtime. 

This will be on the job training and the hours during training will be during normal business hours.  

Primary Responsibilities:

• Receive and direct telephone calls in a professional and courteous manner.
• Answer patient inquiries or direct inquiries to the appropriate representative.
• Enter appropriate documentation of all account activity through system notes or account revision.
• Give clerical support to the management and supervisory staff.
• Enter appropriate documentation of all new insurance information to restart the billing and follow-up cycle. 
• Consistently meet the current productivity standards in resolving a high volume of phone calls received through the CXOne system and handling all returns and escalations from the early-out vendor, utilizing excellent customer service skills.
• Respond to patient, payer, and Single Business Office (SBO) employee inquiries regarding hospital and professional balances, financial assistance applications, and both hospital and clinic visits.
• Seamlessly transition patient calls to and from self-pay vendor staff.
• Provide individual contribution to the overall team effort of achieving the department AR goal.
• Identify opportunities for system and process improvement and submit to management.
• Demonstrate knowledge of John Muir Health System HIPAA privacy standards and ensure compliance with system PHI privacy practices.
• Follow the Health System's general Policy and Procedures, the Department's Policy and Procedures, and the Emergency Preparedness Procedures.
• Complies with all HIPAA and JCAHO standards as well as the rules and regulations for any outside government regulatory agency, including the processing of appropriate forms and paperwork

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 OR equivalent work experience
• Must be 18 years of age OR older
• 2+ years of experience working in a customer service inbound/outbound call center or working in a high volume call environment
• Experience with Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications
• Ability to work full-time with the flexibility to work any 8-hour work shifts between the hours of, 07:55am - 04:35pm PST, Monday - Friday

Preferred Qualifications:

• 2+ years of experience in healthcare billing field
• Experience with Electronic Medical Records systems (EPIC or equivalent)       
• Technical proficiency in Microsoft Office

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

*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 $18 - $32 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.

#RED