Billing QA/QC Representative - Lead
About The Position
As the Billing QA/QC Representative - Lead , you’ll play a critical role in creating a quality experience that impacts the financial well-being of our patients. In an environment where the patient is at the center of everything we do, the Senior Quality Representative will directly support patient business operations by performing the following activities: Customer service agent call monitoring QC assessments Coordinate and maintain agent feedback documentation Audit and administer quality control reporting for work completed in the department Provide performance input to management team relative to agent quality assessments. Perform ad hoc support duties at management discretion. The Billing QA/QC Representative - Lead is a direct point of contact for management in providing agent quality assessment reviews. Employees are required to have flexibility to work any of our 8-hour shift schedules between the hours of of 8:30 AM to 8:00 PM EST, Monday - Friday.
Requirements
- High School Diploma / GED or equivalent work experience
- 1+ years of medical billing experience
- Ability to use a computer and Windows PC applications, which includes strong keyboard and navigation skills and ability to learn new computer programs
- Ability to work between the hours of of 8:30 AM to 8:00 PM EST, Monday - Friday
- Required to have a dedicated work area established that is separated from other living areas and provides information privacy
- Ability to keep all company sensitive documents secure (if applicable)
- Must live in a location that can receive a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service
Nice To Haves
- 3+ years of experience in patient, client, or third-party insurance billing
- Previous experience coaching and training a team in a collaborative environment
- Previous call center experience in a medical billing environment
- Laboratory billing experience
- Quality control experience in a call center environment
- Previous work experience in a fast-paced environment requiring strong multi-tasking and problem-solving skills
- Ability to adapt to changes
- Ability to develop and maintain collaborative working relationships
- Ability to provide constructive feedback that drive operational excellence
Responsibilities
- Perform call monitoring and transaction QC of patient billing customer service agent calls.
- Maintain quality control feedback assessment documentation for management.
- Interact with management and trainers to maintain and revise call quality assessment protocol as needed to align with documented procedures and best practices.
- Complete minimum agent call monitoring and transaction quotas and keep current with Quality monitoring per agent assessments.
- Maintain current knowledge of patient customer service operations.
- Provides input and guidance to management and training team in order to ensure continuous improvement in processes.
Benefits
- Day 1 Medical, supplemental health, dental & vision for FT employees who work 30+ hours
- Best-in-class well-being programs
- Annual, no-cost health assessment program Blueprint for Wellness® healthyMINDS mental health program
- Vacation and Health/Flex Time
- 6 Holidays plus 1 "MyDay" off
- FinFit financial coaching and services
- 401(k) pre-tax and/or Roth IRA with company match up to 5% after 12 months of service
- Employee stock purchase plan
- Life and disability insurance, plus buy-up option
- Flexible Spending Accounts
- Matching gifts program
- Education assistance through MyQuest for Education
- Career advancement opportunities and so much more!
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
Number of Employees
5,001-10,000 employees
