Position Description: Combine two of the fastest-growing fields on the planet with a culture of performance, collaboration and opportunity and this is what you get. Leading edge technology in an industry that's improving the lives of millions. Here, innovation isn't about another gadget, it's about making Healthcare data available wherever and whenever people need it, safely and reliably. There's no room for error. Join us and start doing your life's best work. Supporting Business:Employer Solutions (ES) National Clinical testing services offers a single-source, integrated suite of diagnostic lab testing services nationwide. Simplified access to healthcare services is critical in industries with complex needs. For clients that have multiple, remote locations and diverse testing requirements, Quest Diagnostics provides a convenient nationwide network of testing services and collection sites. National Clinical Testing Services offers more than 3,000 laboratory tests at facilities across the country, so clients can quickly access the services they need. With that number of tests available, we have the capabilities to meet the most demanding diagnostics program requirements. Designed to simplify the process for clients, National Clinical Testing Services creates a single point of contact with dedicated account and customer support teams committed to exceptional service. Job Summary: In an environment where the client is at the center of everything that we do, individuals in this position typically work in a call center environment to respond to clients or their representative. Research is needed for all billing issues in order to respond and resolve disputes timely and while providing client satisfaction. Billing is an ever-changing environment that requires quick thinking, proactive actions. Each day welcomes new challenges that need to be approached with an open mind and drive to meet our customers' needs. Primary Responsibilities:Develop and maintain productive relationships with customers (e.g., provide a good first impression, command attention and respect, maintain professional tone, demonstrate confidence, de-escalate / defuse customers as needed)Answer high volume calls from clients, regarding disputes, credit card payments, pricing and other general concerns on a daily basisOut bound calls will be made to clients, Sales, Quest labs, and other internal customers with information on billing issues and resolutionPhone and mailbox duties will be processed concurrently to ensure all billing inquiries are researched and resolved. This includes verbal and written correspondence, noting outcomes in billing system and communicating escalated issues to the Supervisor and / or Sales ManagerUnbilled claims must be researched for missing billing criteria to ensure accurate client statementsActive communication amongst the team must take place ensure consistent coverage of phones, internal and external mailboxes, which includes adhering to a set lunch scheduleProcess correspondence via mail, fax or paper requests, handling billing disputes and researching paymentsWork directly with the Collection Coordinators to process adjustments, manual sales and refunds for accurate invoicing and assisting with the collection of small balancesDevelop and maintain productive relationships / interactions with customers, both internal and externalAll aspects of research need to take place for accurate resolution which includes but not limited to: pulling lab requisitions, requesting check pulls from the Cash team, reviewing account activity and notes in billing system, accessing the Quest online invoicing system (eInvoice), reviewing prior emails in internal and external mailboxes, direct contact with clients, Quest labs, Accounts Payable, Sales reps, Account Managers, local Quest standard business units and Quest non-standard business unitsBilling Reps will work directly with the ES Business Unit to educate them on billing practices and protocols for accurate communication to clientsThorough navigation of both Quest Billing System and the web Production and Quality based positionTimely and accurate follow up to all impacted parties (internal and / or external) that provides an explanation of resolution and requested information is mandatoryMaintain and follow SOP'sMaintain ongoing communications with customers during the resolution process to communicate status updates and other required informationMaintain focus on customer interactions without being distracted by other factorsFollow Compliance and HIPAA regulations at all timesAbility to meet production (and track daily) and quality standardsAdditional projects and processes will be assigned as necessary to meet business needs
Required Qualifications: High School Diploma / GED1+ years of call center customer service experience1+ years healthcare billing experienceMicrosoft Excel (create and edit spreadsheets) and Microsoft Word (create and edit documents) experience Soft Skills: Excellent verbal and written communication skillsDemonstrated problem solving skillsGood organizational skillsAbility to multi-task, including the ability to type while talking on the phoneAbility to work independently and as part of a teamAbility to work overtime as needed, based on department needsAbility to work in a fast-paced environmentAbility to meet production and quality standardsAbility to handle other projects as assigned. Physical Requirements and Work Environment: Frequent speaking, listening using a headset, sitting, use of hands / fingers across keyboard or mouse, handling other objects, long periods working at a computerService center environment with moderate noise level due to Representatives talking, computers, printers, and floor activityCareers 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.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. Keywords: UHG, Optum, O360 Quest, billing, healthcare billing, customer service
Our mission is to help people live healthier lives and to help make the health system work better for everyone.- We seek to enhance the performance of the health system and improve the overall health and well-being of the people we serve and their communities. - We work with health care professionals and other key partners to expand access to quality health care so people get the care they need... at an affordable price. - We support the physician/patient relationship and empower people with the information, guidance and tools they need to make personal health choices and decisions.