Customer Service Representative

Optum; Bangor (ME); On-site; USD 22,000 - 38,000; Full time

Job summary

Northern Light Health, in partnership with Optum, is seeking an onsite Customer Service/Accounts Specialist in Bangor, ME. The role includes handling patient accounts, balance resolution, and coordination with care teams.

Training will be provided, and the schedule runs Monday through Friday with potential overtime based on business needs. Ideal candidates have 1+ year of healthcare or related customer service experience, data entry skills, and proficiency with Microsoft Office.

Qualifications

• High School Diploma / GED is required.
• Must be 18 years or older.
• 1+ years of customer service experience in healthcare, insurance, government, social services, or human services settings.
• 1+ years of data entry experience.
• Basic proficiency with Windows PC applications and Microsoft Office (Word/Excel/PowerPoint).
• Ability to work full-time onsite at 489 State Street, Bangor ME, 04401.
• Full Flu vaccination is an essential job function; boosters may be required by state laws.

Responsibilities

• Actively participate in team huddles and meetings to share knowledge and suggest process improvements.
• Provide excellent customer service via first call resolution.
• Advocate for patients regarding complaints or billing issues within policy.
• Inform management of customer service issues in a timely manner.
• Resolve assigned accounts timely and accurately to maximize reimbursement.
• Research and resolve outstanding patient balances per department policies.
• Meet or exceed NLH performance standards for quality and productivity.
• Schedule patient payment plans per internal guidelines.
• Collaborate with peers and leaders to address balance issues impacting accounts receivable.
• Ensure customer service supports department and NLH financial goals.

Skills

Customer service

Communication

Problem solving

Education

High School Diploma / GED

Tools

Microsoft Office

Windows PC

Job description

This position is Onsite. Our office is located at 43 Whiting Hill Rd Brewer, Maine 04412.

Opportunities at Northern Light Health, in strategic partnership with Optum. Whether you are looking for a role in a clinical setting or supporting those who provide care, we have opportunities for you to make a difference in the lives of those we serve. As a statewide health care system in Maine, we work to personalize and streamline health care for our communities. If the place for you is at a large medical center, a rural community practice or home care, you will find it here. Join our compassionate culture, enjoy meaningful benefits and discover the meaning behind: Caring. Connecting. Growing together.

This position is full time 8 hours / week 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 EST. It may be necessary, given the business need, to work occasional overtime.

We offer 8 - 12 weeks of on-the-job training. The hours of training will be aligned with your schedule.

Primary Responsibilities:

• Actively participate in team huddles and meetings by way of sharing knowledge, requesting information, and recommending process improvements.
• Provides excellent customer service via first call resolution as frequently as possible.
• Advocate for patients regarding complaints or billing issues within the established policies and procedures of the department.
• Advises management of customer service issues which may require attention in a timely manner.
• Resolve assigned accounts in a timely and accurate manner, which maximizes reimbursement in compliance with the department's policy and procedures.
• Research and accurately resolve outstanding patient balances in accordance with all departmental and system policies and procedures.
• Meet or exceed the NLH performance standards as it relates to quality and productivity.
• Accurately schedule patient payment plans in accordance with internal policy guidelines.
• Work closely by way of problem solving with peers and leaders to address patient balance issues or changes that directly impact the accounts receivable.
• Ensure all functions related to customer service supports the team goals and objectives as well as NLH financial performance objectives.
• Thoroughly understand the department's key performance indicators.
• Advises management of payment variance issues which may require attention in a timely manner.
• Thoroughly understand the department's key performance indicators.
• Maintain the knowledge of collection protocols, payer, regulatory policies and laws.
• Attend internal education sessions to enhance or gain new skills.
• Demonstrate departmental desire to provide community benefits by way of charitable events or contribution outside the four walls of the department.

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
• Must be 18 years or older
• 1+ years of customer service experience in healthcare, insurance, government (state or federal), social services, or human services settings
• 1+ years of data entry experience
• Basic proficiency with Windows PC applications and Microsoft Office (create, edit, format Microsoft Word, Microsoft Excel, Microsoft PowerPoint)
• Ability to work full-time, Monday - Friday between 8:00am - 4:30pm EST including the flexibility to work occasional overtime given the business need
• Ability to work full-time onsite at 489 State Street, Bangor ME, 04401
• Full Flu vaccination are an essential job function of this role. Candidates located in states that mandate Flu booster doses must also comply with those state requirements. UnitedHealth Group will adhere to all federal, state and local regulations as well as all client requirements and will obtain necessary proof of vaccination, and boosters when applicable, prior to employment to ensure compliance. Candidates must be able to perform all essential job functions with or without reasonable accommodation.

Preferred Qualifications:

• 1+ years of experience in healthcare customer service
• Medical Terminology
• Work experience with Northern Light Health

Soft Skills:

• Strong communication skills (written/verbal)
• Strong analytic skills

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 $16.00 - $27.69 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.