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.
Who are we? Optum360. Were a dynamic new partnership formed by Quest and Optum to combine our unique expertise. As part of the growing family of UnitedHealth Group, 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.
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 do your lifes best work. The Senior Customer Service Representative provides primary client interface on accounts, including negotiations with physicians and / or designated office management, CEOs and CFOs. Lead communication role to leadership, including direct engagement with Managing Directors, Sales Directors, and other relevant staff. This position is full-time (40 hours / week) with our site hours of Operation from 8:00 a.m.- 4:30 pm. 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. 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 basis
Out bound calls will be made to clients, Sales, Quest labs, and other internal customers with information on billing issues and resolution
Phone 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 Manager
Active communication amongst the team must take place ensure consistent coverage of phones, internal and external mailboxes, which includes adhering to a set lunch schedule
Process correspondence via mail, fax or paper requests, handling billing disputes and researching payments
Work directly with the Collection Coordinators to process adjustments, manual sales and refunds for accurate invoicing and assisting with the collection of small balances
Develop and maintain productive relationships / interactions with customers
All aspects of research need to take place for accurate resolution which includes but not limited to: pulling chain of custody forms, 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 units
Billing Reps will 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 web Production and Quality based position
Timely and accurate follow up to all impacted parties (internal and / or external) that provides an explanation of resolution and requested information is mandatory
Maintain and follow SOPs and perform web billing for clients as needed
Maintain ongoing communications with customers during the resolution process to communicate status updates and other required information
Maintain focus on customer interactions without being distracted by other factors
Follow Compliance and HIPAA Regulations at all times
Ability to meet production (and track daily) and quality standards
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.
We are committed to introducing innovative approaches, products and services that can improve personal health and promote healthier populations in local communities. Our core capabilities... in clinical care resources, information and technology uniquely enable us to meet the evolving needs of a changing health care environment as millions more Americans enter a structured system of health benefits and we help build a stronger, higher quality health system that is sustainable for the long term.
We serve our clients and consumers through two distinct platforms:
?UnitedHealthcare, which provides health care coverage and benefits services.
?Optum, which provides information and technology-enabled health services.