Customer Service Representative

UnitedHealth Group•Brewer, ME

14h•$16 - $29•Remote

About The Position

The Customer Service Representative supports Northern Light Health in partnership with Optum, helping patients resolve billing and account questions. The role provides customer service, researches and resolves patient balances, schedules payment plans, and works with peers and leaders to address account issues. Employees are expected to meet quality and productivity standards and support department and organizational financial objectives. This is a full-time, Monday–Friday position. Employees must be flexible to work scheduled shifts during normal business hours of 8:00 a.m.–4:30 p.m. EST, with occasional overtime as business needs require. The role is remote in Maine after 6–8 weeks of onsite training at 43 Whiting Hill Road, Brewer, Maine. Training takes place during normal business hours. Remote employees must maintain a private, dedicated workspace, secure sensitive company documents, and have access to approved high-speed internet. The position requires full flu vaccination, including any state-mandated booster doses. Candidates must be able to perform essential job functions with or without reasonable accommodation. The role offers an hourly pay range of $16–$29, based on factors including location, education, experience, and certifications, along with benefits subject to eligibility requirements.

Requirements

High school diploma or GED.
Must be at least 18 years old.
At least 1 year of customer service experience in healthcare, insurance, government (state or federal), social services, or human services settings.
At least 1 year of data entry experience.
Basic proficiency with Windows PC applications and Microsoft Office, including creating, editing, and formatting Word, Excel, and PowerPoint documents.
Ability to work full-time Monday through Friday between 8:00 a.m. and 4:30 p.m. EST, with flexibility for occasional overtime as needed.
Ability to complete 6–8 weeks of onsite training at 43 Whiting Hill Road, Brewer, Maine, followed by transition to remote work.
Full flu vaccination; candidates in states requiring flu booster doses must also comply with those requirements.
Reside within commuting distance of 43 Whiting Hill Road, Brewer, Maine 04412.
Ability to secure sensitive company documents, if applicable.
Ability to maintain a dedicated work area separated from other living areas that provides information privacy.
Must live somewhere that can receive a UnitedHealth Group-approved high-speed internet connection or use an existing high-speed internet service.
Strong written and verbal communication skills.
Strong analytical skills.
Must pass a drug test before beginning employment.
Remote employees must adhere to UnitedHealth Group’s Telecommuter Policy.

Nice To Haves

At least 1 year of healthcare customer service experience.
Knowledge of medical terminology.
Work experience with Northern Light Health.

Responsibilities

Participate in team huddles and meetings by sharing knowledge, requesting information, and recommending process improvements.
Provide excellent customer service and resolve issues on the first call whenever possible.
Advocate for patients with complaints or billing issues in accordance with department policies and procedures.
Advise management promptly of customer service issues requiring attention.
Resolve assigned accounts accurately and in a timely manner to maximize reimbursement while complying with department policies and procedures.
Research and resolve outstanding patient balances in accordance with departmental and system policies and procedures.
Meet or exceed Northern Light Health quality and productivity performance standards.
Schedule patient payment plans accurately according to internal policy guidelines.
Work with peers and leaders to resolve patient balance issues or account changes that affect accounts receivable.
Ensure customer service functions support team goals and objectives and Northern Light Health financial performance objectives.
Understand and monitor the department’s key performance indicators.
Advise management promptly of payment variance issues requiring attention.
Maintain knowledge of collection protocols, payer policies, regulatory policies, and laws.
Attend internal education sessions to develop or enhance skills.
Support community benefits through charitable events or contributions outside the department.