Business Office Customer Service Representative Kelsey Seybold Admin Office

UnitedHealth Group; Pearland (TX); Hybrid; USD 22,000 - 40,000; Full time

Benefits offered by this job

Comprehensive benefits package

401k contribution

Equity stock purchase

Job summary

UnitedHealth Group, partnering with Kelsey-Seybold Clinic in the Houston area, is seeking an experienced Customer Service Representative for the patient accounts queue. You will handle clinic billing inquiries via phone, EMR, and written correspondence, with emphasis on timely, accurate responses and high-quality service.

The role requires teamwork, planning, and independent work to resolve issues efficiently.

Qualifications

• Experience in a health care Call Center or medical insurance environment.
• Knowledge of insurance billing and clinic contracted health plan rules.
• Basic medical terminology, ICD10 and CPT coding.
• Ability to navigate multiple software applications and online resources.
• Strong written and verbal communication; first-call resolution mindset.

Responsibilities

• Respond to patient inquiries about clinic accounts via phone, EMR, and written correspondence with aim for first-call resolution.
• Follow up on unresolved accounts and provide timely resolutions.
• Maintain quality standards of 90% and work at pace with peers.
• Perform additional duties as assigned by supervisor.
• Collaborate with team leads to address issues and improve service.

Skills

Call center experience

Healthcare billing

Communication skills

Telephone etiquette

Written communications

Education

High School diploma or GED

Associates Degree or Billing and Coding Certificate

Tools

Epic Resolute

MS Word

MS Excel

Job description

Explore opportunities with Kelsey-Seybold Clinic, part of the Optum family of businesses. Work with one of the nation's leading health care organizations and build your career at one of our 40+ locations throughout Houston. Be part of a team that is nationally recognized for delivering coordinated and accountable care. As a multi-specialty clinic, we offer care from more than 900 medical providers in 65 medical specialties. Take on a rewarding opportunity to help drive higher quality, higher patient satisfaction and lower total costs. Join us and discover the meaning behind Caring. Connecting. Growing together.

Position in this function is under the supervision of Customer Service Supervisor, employee answers all patient telephone inquiries regarding patient accounts in reference to Clinic billing, insurance information, collection accounts, and general patient concerns. Must maintain effective communication with all customers both internal and external including co-workers. Provides clear and grammatically correct written responses to patient communications as required. Employee works closely with the team leads and supervisor to address issues and identify problems. Employee must have the ability to plan and organize their own work to ensure timely responses, correctly document findings and communication in the patient's account while meeting department standards for quality and productivity. Ability to work independently and as a part of a team is required. Employee's goal is to answer patient inquires in one call whenever possible.

Primary Responsibilities:

• Respond to all patient inquiries regarding Clinic patient accounts received thru the Customer Service Phone Queue, Electronic Medical Record, and written correspondence, regarding Clinic billing with goal to resolve inquiries on first call. All responses, oral and written, must be grammatically correct
• Follow up on all accounts not resolved during first contact and provide resolution to patient in a timely manner
• Meet department minimum quality standard of 90%
• Employee must be able to perform an equal amount of work as compared to peers in the same position
• Assist with other duties as assigned

You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

Required Qualifications:

• High School diploma or GED
• 3+ years of experience in a health care Call Center or medical insurance environment
• Knowledge of insurance billing and KSC contracted health plans' rules, regulations and medical policies
• Basic knowledge of medical terminology, ICD10 and CPT coding
• Proven ability to navigate and use a variety of software applications and on line resources
• Proven analytical skills to rapidly evaluate simple patient billing questions and resolve on the first call, or to route complex problems to the appropriate party for follow-up action and
  resolution
• Proven excellent communication and telephone etiquette, problem solving and active listening skills
• Proven clear and grammatically correct written communications

Preferred Qualifications:

• Associates Degree or Billing and Coding Certificate
• Computer skills to include basic
• MS Word & Excel
• Epic Resolute
• Spanish speaker

Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. 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). No matter where or when you begin a career with us, you’ll find a far-reaching choice of benefits and incentives. The hourly pay for this role will range from $16 - $29 per hour based on full-time employment. We comply with all minimum wage laws as applicable.

At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone-of every race, gender, sexuality, age, location and income-deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes - an enterprise priority reflected in our mission.

OptumCare is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.

OptumCare is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.