Bilingual English and Spanish Senior Customer Service Representative

UnitedHealth Group • Dallas, TX

332d • $16 - $33 • Remote

About The Position

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 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. Employees are required to work our normal business hours of 11:30am - 8:00pm EST, Monday - Friday. It may be necessary, given the business need, to work occasional overtime. We offer 6 weeks of on-the-job training. The hours during training will be 9:00am to 5:30pm EST, Monday - Friday. If you are located within Mainland USA, you will have the flexibility to work remotely as you take on some tough challenges.

Requirements

• High School Diploma / GED
• Must be 18 years of age OR Older
• Bilingual fluency in English and Spanish
• 2+ years of Customer Service experience OR 2+ years of experience in a medical office, call-center in healthcare or office setting in healthcare while analyzing and solving customer problems
• 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 six weeks between Monday - Friday, 9:00AM - 5:30PM EST
• Ability to work our normal business hours of 11:30am - 8:00pm EST, Monday - Friday. It may be necessary, given the business need, to work occasional overtime

Nice To Haves

• 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

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

Benefits

• Comprehensive benefits package
• Incentive and recognition programs
• Equity stock purchase
• 401k contribution

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Insurance Carriers and Related Activities
• Education Level: High school or GED