Senior Customer Service Representative - Remote in Mainland USA

Optum; Dallas (TX); Remote; Full time

Job summary

A leading healthcare organization is seeking a Senior Customer Service Representative to provide compassionate support to callers. This remote role requires strong customer service skills and offers a full-time schedule with various shifts. Join us to make a positive impact on health outcomes.

Benefits

Comprehensive benefits package

Incentive and recognition programs

401k contribution

Qualifications

• 2+ years of customer service experience or in a medical office.
• Ability to navigate and learn complex computer systems.

Responsibilities

• Answer high volume of calls regarding billing and customer concerns.
• Research and resolve complex billing issues and complaints.

Skills

Customer Service

Conflict Management

Compassion

Education

High School Diploma / GED

Job description

Senior Customer Service Representative - Remote in Mainland USA

Join to apply for the Senior Customer Service Representative - Remote in Mainland USA role at Optum

Senior Customer Service Representative - Remote in Mainland USA

Join to apply for the Senior Customer Service Representative - Remote in Mainland USA role at Optum

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 diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together.

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 position is full-time (40 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 8:30am - 8:00pm EST. To meet the needs of the business during the 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.

We offer 3-4 months of virtual instructor-led/on-the-job training program. The hours during training will be 9:00am - 5:30pm EST, Monday - Friday.

If you are located within Mainland USA, you will have the flexibility to work remotely* as you take on some tough challenges.

Primary 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
  
  

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.

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 of age OR older
• 2+ years of customer service experience OR experience in a medical office, health care, call-center OR office setting analyzing and solving customer problems
• Ability using computers and Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications
• Ability to work Monday - Friday, in any of our 8-hour shift schedules during our normal business hours of 8:30am - 8:00pm EST. Specific shift will be assigned after training ends
  
  

Preferred Qualifications

• Bilingual fluency in English and Spanish
• 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
  
  

Telecommuting Requirements

• 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
  
  

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
  
  

The hourly range for this role is $16.88 to $33.22 per hour based on full-time employment. 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). No matter where or when you begin a career with UnitedHealth Group, you’ll find a far-reaching choice of benefits and incentives.

Application Deadline: This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.

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.

#RPO

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Hospitals and Health Care

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