Customer Service Representative

UnitedHealth Group•Brewer, ME

4h•Hybrid

About The Position

This is a full-time, remote Customer Service Representative position in Maine, offered by Northern Light Health in strategic partnership with Optum. While primarily remote, candidates must reside within commutable distance to the office at 43 Whiting Hill Rd Brewer, Maine 04412, as the initial 12 weeks of paid on-the-job training will be conducted onsite during normal business hours. The role involves supporting a statewide healthcare system focused on personalizing and streamlining healthcare for communities. Employees will work Monday-Friday, 40 hours/week, with flexibility to work any 8-hour shift between 8:00 am - 4:30 pm EST, and occasional overtime may be required. The company emphasizes a compassionate culture, meaningful benefits, and a mission of 'Caring. Connecting. Growing together.'

Requirements

High School Diploma / GED
Must be 18 years of age OR older
1+ years of customer service experience in healthcare, insurance, government (state or federal), social services, or human services settings
1+ years of data entry experience
Basic proficiency with Windows PC applications and Microsoft Office (create, edit, format Microsoft Word, Microsoft Excel, Microsoft PowerPoint)
Ability to train onsite for the first 12 weeks at 43 Whiting Hill Rd Brewer, Maine 04412
Ability to provide onsite coverage at 489 State Street, Bangor, ME, based on business needs
Full Flu vaccination are an essential job function of this role. Candidates located in states that mandate Flu booster doses must also comply with those state requirements. UnitedHealth Group will adhere to all federal, state and local regulations as well as all client requirements and will obtain necessary proof of vaccination, and boosters when applicable, prior to employment to ensure compliance. Candidates must be able to perform all essential job functions with or without reasonable accommodation
Ability to work full-time (40 hours/week) Monday - Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 8:00 am - 4:30 pm EST. It may be necessary, given the business need, to work occasional overtime
Reside within commutable distance to the office at 43 Whiting Hill Rd Brewer, Maine 04412
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.

Nice To Haves

1+ years of experience in healthcare customer service
Work experience with Northern Light Health
Medical Terminology

Responsibilities

Actively participate in team huddles and meetings by way of sharing knowledge, requesting information, and recommending process improvements.
Provides excellent customer service via first call resolution as frequently as possible.
Advocate for patients regarding complaints or billing issues within the established policies and procedures of the department.
Advises management of customer service issues which may require attention in a timely manner.
Resolve assigned accounts in a timely and accurate manner, which maximizes reimbursement in compliance with the department’s policy and procedures.
Research and accurately resolve outstanding patient balances in accordance with all departmental and system policies and procedures.
Meet or exceed the NLH performance standards as it relates to quality and productivity.
Accurately schedule patient payment plans in accordance with internal policy guidelines.
Work closely by way of problem solving with peers and leaders to address patient balance issues or changes that directly impact the accounts receivable.
Ensure all functions related to customer service supports the team goals and objectives as well as NLH financial performance objectives.
Thoroughly understand the department’s key performance indicators.
Advises management of payment variance issues which may require attention in a timely manner.
Thoroughly understand the department’s key performance indicators.
Maintain the knowledge of collection protocols, payer, regulatory policies and laws.
Attend internal education sessions to enhance or gain new skills.
Demonstrate departmental desire to provide community benefits by way of charitable events or contribution outside the four walls of the department.