Senior Customer Service Representative

UnitedHealth Group•Harrisburg, PA

2d•$18 - $32•Remote

About The Position

If you are located within Mainland USA, you will have the flexibility to work remotely as you take on some tough challenges. Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together. We're a dynamic partnership formed by Quest and Optum to combine our unique expertise. As part of the growing family of UnitedHealth Group, we'll leverage our compassion, our talent, our resources and experience to bring financial clarity and a full suite of Revenue Management services to Healthcare Providers, nationwide. As a Senior Customer Service Representative , you'll provide our members with the information they need to make better decisions about their health, helping them get access to the right care the first time. Every day, you'll provide compassionate and empathetic support to 50 to 70 callers providing guidance, support, and resolution for escalated issues. This is no small opportunity. This is where you can bring your compassion for others while building your career. This role is equally challenging and rewarding. You'll be on the phone for long periods of time and encounter all types of communication styles and personalities as you help resolve conflicts or issues. You'll deal with stressful situations and resolve complex health care concerns in a positive, simplified manner so that callers fully understand their health care plans and solutions. This position is full time (40 hours / week), Monday - Friday. Employees are required to have flexibility to work the nationwide call center hours which is open from 8:30 AM - 8:00 PM EST. It may be necessary, given the business need, to work occasional overtime. To meet the needs of the business during operating hours, we have four shifts. After successful completion of training, one of the following shifts will be assigned: 8:30AM - 5:00 PM EST 9:30 AM - 6:00 PM EST 10:30 AM - 7:00 PM EST 11:30 AM - 8:00 PM EST We offer 3 - 4 months of virtual instructor - led training program (approximately 6 weeks) and on-the-job training (approximately 90 days). The hours of training will be 9:00 AM - 5:30 PM EST.

Requirements

High School Diploma / GED
Must be 18 years of age OR older
2+ years of customer service experience OR experience in a medical office, health care, call center, OR office setting with analyzing and solving customer problems
Experience with working in a call center OR handling a high volume of calls
Ability to use computers and Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications
Ability to commit to full time attendance during the 90-day training period between the hours of 9:00 AM - 5:30 PM EST during training with no absences
Ability to work any of our 8-hour shift schedules during our normal business hours of 8:30 AM - 8:00 PM EST from Monday - Friday. Specific shift will be assigned after training ends.

Nice To Haves

Health care experience
Knowledge of billing / finance and eligibility processes, practices, and concepts
Proficient in translating health care - related jargon and complex processes into simple, step - by - step instructions customers can understand and act upon
Bilingual fluency in English and Spanish

Responsibilities

Answer a high volume of calls from patients or their representative, regarding patient bill balances, payment plans, credit card payments, patient pricing, re - billing insurance companies and general customer concerns
Process adjustments, refunds, transfer bills, mail returns and perform manual sales
Evaluate and respond to all aspects of written billing inquiries, including but not limited to: billing insurances, and updating invoices
Research, troubleshoot and resolve complex billing issues and customer complaints, taking all steps to resolve and ensure full resolution
Maintain tracking log of all escalated patient correspondence, providing status updates to leadership as needed
Ability to perform all aspects of billing customer service as needed
May be a certified Medical Coder and / or involved in medical coding
Thorough navigation of both Quest Billing System and the web
Maintain all Compliance and HIPAA regulations at all times

Benefits

In addition to your salary, we offer benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements).

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