If you are located within Eastern or Central Standard Time zone, you will have the flexibility to telecommute* (work from home) as you take on some tough challenges.

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. Come make an impact on the communities we serve as we help advance health equity on a global scale. Here, you will find talented peers, comprehensive benefits, a culture guided by diversity and inclusion, career growth opportunities and your life’s best work.SM

Positions in this function are responsible for providing expertise and customer Svs support to members, customers, and/or providers. Direct phone-based customer interaction to answer and resolve a wide variety of inquiries. As a Billing Customer Service Representative, you'll provide our members patients 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 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 bills. You’ll have easy access to the support of your colleagues and supervisor for real-time collaboration and troubleshooting via various technical solutions.

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). It may be necessary, given the business need, to work occasional overtime. This is a remote position. Training will be conducted virtually from your home.

• All Telecommuters will be required to adhere to UnitedHealth Group’s Telecommuter Policy.

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
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  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:

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  High School Diploma / GED (or higher)
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  2+ years of customer service experience or experience in a medical office, health care, call-center or office setting analyzing and solving customer problems
  
• 1+ years of experience working in a fast-paced environment, with the ability to easily adjust to new priorities and new processes
  
• 1+ years of experience performing multiple concurrent tasks with attention to detail
  
• Familiarity with computer and Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications
  
• Fluency in basic typing skills and use of ten key
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  Fluency and ability to read, write and speak English
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  Ability to work any 8-hour shift between the hours of 8:30am - 8:00pm EST
  

Preferred Qualifications:

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  Prior call center experience in the healthcare industry 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:

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  Reside within Eastern or Central Standard Time zone
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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 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:

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  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
  
• Exceptional communication skills
  
• Empathetic customer service skills

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 do your life’s best work.SM

Connecticut, or New York City Residents Only: The salary range for Connecticut / New York City residents is $16.00 - $31.44.Pay is based on several factors including but not limited to education, work experience, certifications, etc. 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.

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.

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.

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