Customer Service Representative - Tampa, United States - Optum

Optum

Verified Company

Tampa, United States

3 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

If you are located within Eastern Time Zone, you will have the flexibility to telecommute (work from home) as you take on some tough challenges.**Healthcare isn't just changing. It's 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 that's what fueled these exciting new opportunities.

Who are we?
Optum360. We're a dynamic new partnership formed by
Quest and
Optum to combine our unique expertise.

As part of the growing family of
UnitedHealth
Group, we'll 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.

If you're looking for a better place to use your passion, your ideas and your desire to drive change, this is the place to be.

It's an opportunity to do
your life's best work.SM**This position is full-time. Employees are required to work our normal business hours of 8:00am - 4:30pm EST. It may be necessary, given the business need, to work occasional overtime or weekends.

We offer 4 weeks of paid training. The hours during training will be 8:00am - 4:30pm EST.
- _All Telecommuters will be required to adhere to UnitedHealth Group's Telecommuter Policy._

Primary Responsibilities:

Answer high volume calls on an ACD line from clients, regarding disputes, credit card payments, pricing and other general concerns on a daily basis
Make outbound calls to clients, Sales, Account Managers, Quest labs, and other internal customers with information to help escalate billing issues for a timely resolution
Develop and maintain productive relationships with customers (e.g., provide a good first impression, command attention and respect, maintain professional tone, demonstrate confidence, deescalate/defuse customers as needed)
Manage internal customer service mailbox requests within 5 business days
Work all correspondence batches in date order following the timeline for completion
Use effective communication within the team to ensure consistent coverage of duties such as, staffing for phones, adhering to set lunch schedule for phone coverage, and managing of internal and external mailboxes
Work directly with the Collection Coordinators to process adjustments, manual sales and refunds for accurate invoicing
Perform all aspects of research needed to take place for accurate billing resolution which includes but is not limited to, working mail returns, pulling chain of custody forms, requesting check pulls from Cash, reviewing account activity and previous notes in billing system.
Be the liaison for having direct contact with clients, Quest labs, Accounts Payable, Sales reps, Account Managers, local Quest standard business units and Quest nonstandard business units on behalf of clients with billing issues
Work directly with the ES Business Unit to educate them on billing practices and protocols for accurate communication to clients
Thorough navigation of both Quest Billing System and the Billing Web is needed to handle requests
Ensure accurate followup is being made on the status of disputes being handled outside the team
Follow Quest and Optum guidelines and SOP's
Meet production standards and department quality control guidelines

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
1+ years of medical billing experience
1+ years of call center environment experience in healthcare
Ability to work our normal business hours of 8:00am 4:30pm EST. It may be necessary, given the business need, to work occasional overtime or weekends.

Preferred Qualifications:

1+ years of medical client billing experience

Telecommuting Requirements:

Reside within Eastern Time Zone
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 highspeed internet connection or leverage an existing highspeed internet service.

Soft Skills:

Ability to multitask and meet deadlines
Ability to meet production and quality standards set forth by the department
Maintain average speed of answer and backlog days for correspondence
At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for At UnitedHealth Group, our mission is to help people live healthier lives an