Senior Customer Service Representative

UnitedHealth Group•Norristown, PA

2d•$18 - $32•Hybrid

About The Position

This position follows a hybrid schedule with 1 in-office day per month and as requested per business need. Our office is located at 400 Egypt Rd, Norristown, PA, 19403. Optum Insight is improving the flow of health data and information to create a more connected system. We remove friction and drive alignment between care providers and payers, and ultimately consumers. Our deep expertise in the industry and innovative technology empower us to help organizations reduce costs while improving risk management, quality and revenue growth. Ready to help us deliver results that improve lives? Join us to start Caring. Connecting. Growing together. This position is full-time (40 hours/week) Monday - Friday. Employees are required to have flexibility to work an 8-hour shift schedule during our normal business hours of 8:30 am - 5:00 pm EST. It may be necessary, given the business need, to work occasional overtime. Employees must be able to work onsite once a month and as requested per business need. We offer 6 weeks of paid on-the-job training. 1st day of training is on-site and for a week later on in the training. The hours of training will be aligned with your schedule during normal business hours.

Requirements

High School Diploma / GED OR equivalent work experience
Must be 18 years OR older
2+ years of customer service experience
Experience with Computers and Windows based programs
Ability to work once a month onsite at 400 Egypt Rd Norristown, PA 19403
Ability to work full-time (40 hours/week) Monday - Friday. Employees are required to work an 8-hour shift schedule during our normal business hours of 8:30 am - 5:00 pm EST. It may be necessary, given the business need, to work occasional overtime

Nice To Haves

Billing experience
Healthcare experience
Experience with Microsoft Office - Microsoft Word, Microsoft Excel, Microsoft Outlook (ability to create, edit, save and send documents, spreadsheets, presentations and correspondence)

Responsibilities

Answer high volume calls on an ACD line from clients, regarding disputes, credit card payments, pricing and other general concerns on a daily basis
Make out-bound calls to clients, Sales, Account Managers, Quest labs, and other internal customers with information to help escalate billing issues for a timely resolution
Develop and maintain productive relationships with customers (e.g., provide a good first impression, command attention and respect, maintain professional tone, demonstrate confidence, de-escalate/defuse customers as needed)
Manage internal customer service mailbox requests within 5-7 business days
Research and resolve correspondence from paper, fax, email or phone call
Work all correspondence batches in date order following the timeline for completion
Use effective communication within the team to ensure consistent coverage of duties such as, staffing for phones, adhering to set lunch schedule for phone coverage, and managing of internal and external mailboxes
Work directly with the Collection Coordinators to process adjustments, manual sales and refunds for accurate invoicing
Perform all aspects of research needed to take place for accurate billing resolution which includes but is not limited to, working mail returns, pulling chain of custody forms, requesting check pulls from Cash, reviewing account activity and previous notes in billing system.
Be the liaison for having direct contact with clients, Quest labs, Accounts Payable, Sales reps, Account Managers, local Quest standard business units and Quest non-standard business units on behalf of clients with billing issues
Thorough navigation of both Quest Billing System and the Billing Web is needed to handle requests
Ensure accurate follow-up is being made on the status of disputes being handled outside the team
Follow Quest and Optum 360’s guidelines and SOP’s
Follow Compliance and HIPAA regulations at all times
Assist Collectors and assisting with the collection of small balances
Maintain average speed of answer and backlog days for correspondence
Ability to meet production and quality standards set forth by the department
Other duties/Projects as assigned