22 days old

Senior Customer Service Representative - Work from home - 943585

Marlborough, MA 01752
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  • Job Code
    943585

If you are located in the Marlborough, MAarea, you will have the flexibility to telecommute (work from home) as you take on some tough challenges.

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Healthcare isnt just changing. Its growing more complex every day. ICD - 10 Coding replaces ICD - 9. Affordable Care adds new challenges and financial constraints. Where does it all lead? Hospitals and Healthcare organizations continue to adapt, and we are vital part of their evolution. And thats what fueled these exciting new opportunities.

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Who are we?Optum360. Were a dynamic new partnership formed byQuestandOptumto combine our unique expertise. As part of the growing family ofUnitedHealthGroup, well leverage our compassion, our talent, our resources and experience to bring financial clarity and a full suite of Revenue Management services to Healthcare Providers, nationwide.

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If youre looking for a better place to use your passion, your ideas and your desire to drive change, this is the place to be. Its an opportunity to doyour life's best work.SM

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This position is full-time (40 hours/week) Monday Friday, 8:30am to 5:00pm EST.

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As aSenior Customer Service Representative, youll play a critical role in creating a quality experience for our customers. Youll be the expert problem solver as you work to quickly identify, analyze and resolve patient issues in a fast-paced environment. Bring your listening skills, emotional strength and attention to detail as you work to ensure customer satisfaction.

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Training will be conducted virtually from your home.

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*All Telecommuters will be required to adhere to UnitedHealth Groups Telecommuter Policy.

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Primary Responsibilities:

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  • Answer phone calls from customers regarding invoices, patient pricing, billing insurance companies and general customer questions or concerns
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  • Evaluate and respond to all aspects of written billing inquiries, including but not limited to billing insurance and updating patient invoices
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  • Research, troubleshoot and resolve complex billing issues and customer complaints, taking all necessary steps to resolve and ensure full resolution
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  • Complies with departmental Business Rules and Standard Operating Procedures
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  • Works on various other projects as needed.
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  • Meets the performance goals established for the position in the areas of efficiency, accuracy, quality, patient and client satisfaction and attendance.
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  • Multi-task and work independently and as part of a team.
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  • Demonstrate excellent communication, organization and problem solving
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  • Adapt to change in a fast-paced environment
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  • Join a cross functional focused team with many opportunities for cross-training and skill/career development
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Youll 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.

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Required Qualifications:

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  • High School Diploma / GED (or higher) ORequivalent work experience.
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  • Demonstrated ability using computer and Windows PC applications, such as Microsoft Outlook (setting calendar appointments, email) and Microsoft Excel (creating spreadsheets, filtering, navigating reports) instant message, video conferencing.
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  • Strong keyboard and navigation skills and ability to learn new computer programs
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  • 1+ years of Call Center Customer Service OR 1+ years of experience in a medical office, health care, or office setting analyzing and solving customer problems
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  • Required to have a dedicated work area established that is separated from other living areas and provides information privacy
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  • Ability to keep all company sensitive documents secure (if applicable)
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  • Must reside within a commutable distance from UHG office located in Marlborough, MA and be able to go into the office as needed for training, meetings, etc., depending on business needs.
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  • Must live in a location that can receive a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service
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  • If you need to enter a work site for any reason, you will berequiredto screen for symptoms using the ProtectWell mobile app, Interactive Voice Response (i.e., entering your symptoms via phone system) or similar UnitedHealth Group-approved symptom screener. When in a UnitedHealth Group building, employees are required to wear a mask in common areas. In addition, employees must comply with any state and local masking orders
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Preferred Qualifications:

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  • Previous healthcare experience
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  • Medical terminology acumen and experience
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Soft Skills:

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  • Ability to resolve calls, avoiding escalated complaints.
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  • Ability to exhibit empathy and be courteous to callers.
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  • Ability to triage and handle escalated situations.
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  • Ability to work in a fast-paced environment.
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  • Ability to adapt to changes.
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  • Ability to develop and maintain client relationships.
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  • Previous work experience in a fast-paced environment requiring strong multi-tasking and problem- solving skills
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UnitedHealth Group is an essential business.The health and safety of our team members is our highest priority, so we are taking a science driven approach to slowly welcome and transition some of our workforce back to the office with many safety protocols in place. We continue to monitor and assess before we confirm the return of each wave, paying specific attention to geography-specific trends. At this time, 90% of our non - clinical workforce transitioned to a work at home (remote) status. We have taken steps to ensure the safety of our 325,000 team members and their families, providing them with resources and support as they continue to serve the members, patients and customers who depend on us.

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You can learn more about all we are doing to fight COVID-19 and support impacted communities at:https://www.unitedhealthgroup.com/newsroom/addressing-covid.html

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Military & Veterans find your next mission:

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We know your background and experience is different and we like that. UnitedHealth Group values the skills, experience and dedication that serving in the military demands. In fact, many of the values defined in the service mirror what the UnitedHealth Group culture holds true: Integrity, Compassion, Relationships, Innovation and Performance. Whether you are looking to transition from active duty to a civilian career, or are an experienced veteran or spouse, we want to help guide your career journey. Learn more at https://uhg.hr/transitioning-military

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Learn how Teresa, a Senior Quality Analyst,works withmilitary veterans and ensures they receive the best benefits and experience possible.https://uhg.hr/vet

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Careers with OptumInsight. Information and technology have amazing power to transform the Healthcare industry and improve people's lives. This is where it's happening. This is where you'll help solve the problems that have never been solved. We're freeing information so it can be used safely and securely wherever it's needed. We're creating the very best ideas that can most easily be put into action to help our clients improve the quality of care and lower costs for millions. This is where the best and the brightest work together to make positive change a reality. This is the place to doyour lifes best work.SM

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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.

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

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Keywords: billing, claims, medical claims, healthcare claims, office, UnitedHealth Group, Optum, training class, customer service representative, customer service, CSR, Data Entry, adjustments, phone support,work at home, work from home, WAH, WFH, remote, telecommute, hiring immediately, #rpo

Posted: 2021-07-13 Expires: 2021-08-12

UnitedHealth Group is the most diversified health care company in the United States and a leader worldwide in helping people live healthier lives and helping to make the health system work better for everyone.

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Senior Customer Service Representative - Work from home - 943585

UnitedHealth Group
Marlborough, MA 01752

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