Collections Representative

Optum; Chelmsford (MA); On-site; USD 25,000 - 44,000; Full time

Benefits offered by this job

Paid training onsite

Job summary

Optum in Chelmsford, MA is seeking a Collections Representative who will handle high-volume calls, work toward patient financial collections, and resolve billing problems. The role offers a mix of in-office and work-from-home days, with training conducted on-site and the schedule of Monday–Friday.

The position requires 18+ years of age, a High School Diploma or GED, and 2+ years of third-party billing experience, with knowledge of medical terminology.

Qualifications

• High School Diploma / GED or equivalent work experience.
• Must be 18 years of age or older.
• 2+ years of experience with third party billing practices.
• Knowledge of medical terminology.
• Ability to work full time Monday - Friday with 8-hour shifts, 8:00 am - 4:30 pm, hybrid in-office/remote work.

Responsibilities

• Answer high-volume calls from patients, carriers, attorneys and third-party agents.
• Meet monthly goals for customer service standards and patient financial collections.
• Investigate and resolve billing problems using available data and reference materials.
• Research non-payment of balances, process and resubmit to insurers as needed.
• Contact patients to arrange payments, settlements, and refer to third party agencies when necessary.
• Update missing demographic and insurance information and process accordingly.
• Process patient payments and post to billing systems as required.
• Process refunds for overpayments and handle bankruptcy notifications.
• Provide billing statements for third-party requests and inquiries.
• Respond to patient inquiries via website or email.
• Locate updated contact information for returned statements.
• Perform other duties as assigned.

Skills

Knowledge of medical terminology

Customer service skills

Education

High School Diploma / GED

Job description

Improve the lives of others while Caring. Connecting. Growing together.

Job Description - Collections Representative (2378678)

Collections Representative

Job Number:

2378678

This position follows Office-Based schedule with 2 in-office days and 3 work-from-home days per week. Our office is located at 228 Billerica Road, Chelmsford, MA 01824.

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.

This position is 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 8:00 am - 4:30 pm, 2 in-office days and 3 work-from-home. It may be necessary, given the business need, to work occasional overtime.

We offer up to 12 weeks of paid training. The hours during training will be aligned with your schedule. Training will be conducted onsite.

Primary Responsibilities:

• Answers phone calls in a high volume call center environment, fielding calls from patients, insurance carriers, attorneys, and third-party agents, practice staff and clinicians. Maintains composure and professional communications with difficult patients and insurers during financial collection discussions
• Works toward monthly goals of customer service standards and patient financial collections
• Investigates and resolves billing problems using various data and reference material on hand including computer reports, explanation of benefit material, phone inquires and web-site pages
• Researches the non-payment of outstanding balances in a timely and accurate manner. This includes patients, insurance companies, or other third party liability, with focus on self-pay. Resolve, update and resubmit to insurer as appropriate. This includes working, processing and completing monthly assignments for all accounts
• Initiates actions in attempt to collect outstanding patient balances such as contacting patients directly, negotiating payment arrangements and settlements, writing and sending letters and/or final notices and referring patients to third party agency for further collection actions
• Initiates contact to patients for any missing or erroneous demographic and insurance information, update and process as necessary
• Collects and processes patient payments, entering credit card payments into online tool and may perform posting payments into billing system for certain accounts
• May review and process patient refunds in response to patient overpayments and patient accounts that have overpayments and bad debt
• Handles and processes bankruptcy notifications and claims
• Provides billing statements for various requests including third party agencies including medical expense verifications and health care reimbursement accounts
• Responds to patient billing inquiries sent via public web-site or e-mail
• Perform investigation using available sources of information to locate updated address/contact information on returned patient billing statements
• Performs 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 / GED OR equivalent work experience
• Must be 18 years of age OR older
• 2+ years of experience working with third party billing practices
• Knowledge of medical terminology
• 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 8:00 am - 4:30 pm, 2 in-office days and 3 work-from-home. It may be necessary, given the business need, to work occasional overtime.

Preferred Qualifications:

• Experience with physician’s billing
• Knowledge of ICD-10, CPT-4 and HCPCS coding

Telecommuting Requirements:

• Reside within commutable distance to the office at 228 Billerica Road Chelmsford, MA 01824.
• 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:

• Proven outstanding customer service and excellent communication skills are necessary to interact with third party agents and patients both verbally and in writing.
• Proven ability to work in a fast paced environment and flexibility in adapting to changes in policies, regulations and procedures.
• Proven ability to use all electronic tools and applications relevant to the performance of the duties of the position, including but not limited to phone, keyboard, computer and computer applications.
• Proven to perform all job functions in compliance with applicable federal, state, local and company policies and procedures

*All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter Policy

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 $18 - $32 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.

UnitedHealth Group 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.

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

UnitedHealth Group is committed to working with and providing reasonable accommodations to individuals with physical and mental disabilities. If you need special assistance or accommodation for any part of the application process, please call 1-866-566-8715 to be connected to Recruitment Services. Recruitment Services hours of operation are 7 a.m. to 7 p.m. CT, Monday through Friday.

UnitedHealth Group is a registered service mark of UnitedHealth Group, Inc. The UnitedHealth Group name with the dimensional logo, as well as the dimensional logo alone, are both service marks for the UnitedHealth Group, Inc.

Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity/Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

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