Collections Representative

UnitedHealth Group•Tampa, FL

8h•$18 - $32•Remote

About The Position

This position is National Remote, offering the flexibility to telecommute from anywhere within the U.S. Optum is a global organization dedicated to improving health outcomes through technology, connecting people with care, pharmacy benefits, data, and resources. The company fosters a culture guided by inclusion, talented peers, comprehensive benefits, and career development opportunities. This is a full-time role, Monday - Friday, requiring flexibility to work any 8-hour shift schedule during normal business hours of 7:30am - 5:00pm CST, with occasional overtime as business needs dictate. The role includes 4 weeks of on-the-job training.

Requirements

High School Diploma / GED OR equivalent years of work experience
Must be 18 years of age OR older
1+ years of experience with pharmacy claim collections accounts receivable OR 1+ years of Optum Specialty Pharmacy / Drugs, OR pharmacy claim adjudication experience
1+ years of experience with performing multiple concurrent tasks with attention to detail
1+ years of basic level skills in Microsoft Excel (opening a workbook, inserting a row, selecting font style and size) and Microsoft Outlook (creating and replying to emails)
Experience with Computers and Windows based programs
Ability to work 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 7:30am - 5:00pm CST. It may be necessary, given the business need, to work occasional overtime.

Nice To Haves

Specialty Pharmacy experience
Experience with working in a customer service call center in the healthcare industry
Customer service experience with analyzing and solving customers’ concerns.
Pharmacy billing experience
Experience in working with or billing copay assistance programs.
Experience in a related environment (i.e., office, call center, customer service, etc.) using phones and computers as primary job tools

Responsibilities

Answer a high volume of incoming calls on an inbound phone queue from patients or their representative, regarding patient bill balances, payment plans, credit card payment, patient pricing, re-billing insurance companies, copay assistance programs and general customer concerns.
Process payments, adjustments, refunds, and transfer payments
Evaluate and respond to email requests regarding patient billing inquiries
Research, troubleshoot and resolve complex billing issues and customer complaints, taking all steps to resolve and ensure full resolution
Utilize phone, email, and other communication methods to contact customers, negotiate payments, and resolve outstanding pharmacy account balances.
Obtain agreement and potential balance payoff and/or payment terms within stated level of authority and guideline limits
Review open AR and prioritize pharmacy claim activities
Develop relationships with payers to obtain claim requirements and resolve root causes
Assure that timely and accurate follow up activity is performed on all pharmacy claims that are not paid within 45 days of submission
Responsible for review and documenting of key accounts
Identify issues/trends and escalate to Supervisor/Manager when assistance is needed.
Develop relationships with other departments to provide feedback about root cause issues
Provides exceptional customer service to internal and external customers
Other duties as assigned