Senior Customer Service Representative

UnitedHealth Group•Tampa, FL

9h•$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 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. 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. The shift is as follows: Virtual Instructor-Led Training (approximately 6 weeks): 9:00am – 5:30pm EST On-the-Job-Training (OJT) Training (approximately 90 days): 9:00am – 5:30pm EST Deployment to full-time position: The nationwide call center is open from 8:30am – 8:00pm EST. 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 – 5:00pm EST 9:30am – 6:00pm EST 10:30am – 7:00pm EST 11:30am – 8:00pm EST It may be necessary, given the business need, to work occasional overtime. This position will require employees to attend a six-week virtual instructor-led training program.

Requirements

High School Diploma / GED
Must be 18 years of age OR older.
2+ years of experience working in a call center handling a high volume of inbound calls.
2+ years of experience in a medical office or health care setting analyzing and resolving customer health care concerns.
Ability using 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 (9:00am-5:30pm ET), with no absences.
Ability to work any eight-hour shift between Monday-Friday, from 8:30am – 8:00pm ET. Specific shift will be assigned after training ends.
Reside within Mainland USA
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.
Demonstrated ability to listen skillfully, collect relevant information, build rapport, and respond to customers in a compassionate manner
Proficient conflict management skills including the ability to resolve stressful situations
All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter Policy

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

Responsibilities

Answer a high volume of calls from patients or their representative, regarding patient bill balances, payment plans, credit card payments, patient pricing, rebilling insurance companies and general customer concerns
Evaluate and respond to all aspects of 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 patient contacts
Ability to perform additional projects or tasks based on business need
Thorough navigation of the Quest Billing System and other applicable applications
Maintain all Compliance and HIPAA regulations at all times