Customer Service Representative

Key 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

Required Qualifications

• High School Diploma / GED
• Must be 18 years of age or older
• 1+ years of customer service experience OR experience in a medical office, health care call-center or office setting analyzing and solving customer problems
• Familiarity with computer and Windows PC applications, which includes the ability to learn new and complex computer system applications
• Ability to work full time, Monday - Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 8:30AM – 5:00PM PST. It may be necessary, given the business need, to work occasional overtime.

Preferred Qualifications

• Prior health care experience
• Bilingual English/Spanish – must be fluent in Spanish, including medical terminology
• 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

Telecommuting Requirements

• Reside within Pacific Time Zone
• 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.

Soft Skills

• 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

Compensation

California, Nevada OR Washington Residents Only: The hourly range for this role is $16.00 to $28.27 per hour. Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. UnitedHealth Group complies with all minimum wage laws as applicable. In addition to your salary, UnitedHealth Group offers benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements).