UnitedHealthcare Hiring for Division of UnitedHealth Group Job at Client Customer Service Representative (SW) – Remote in Newtown Square, PA Full Time

If you are located within 60 miles of Newtown Square, PA, you will have the flexibility to telecommute* (work from home) as you take on some tough challenges.

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.SM

This position is full-time (40 hours/week) Monday – Friday. Employees are required to have flexibility to work our 8-hour shift schedules during our normal business hours of 8:30am – 5:00pm. It may be necessary, given the business need, to work occasional overtime.

• 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 out-bound 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, de-escalate/defuse customers as needed)
• Manage internal customer service mailbox requests within 5-7 business days
• Research and resolve correspondence from paper, fax, email or phone call
• 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 non-standard 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 follow-up is being made on the status of disputes being handled outside the team
• Follow Quest and Optum 360’s guidelines and SOP’s
• Follow Compliance and HIPAA regulations at all times
• Assist Collectors and assisting with the collection of small balances
• Maintain average speed of answer and backlog days for correspondence
• Ability to meet production and quality standards set forth by the department

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 (or higher)
• 2+ years of Customer Service experience
• Ability to work onsite in our office 1 day per month
• Ability to work full-time, Monday – Friday between 8:00am – 5:00pm including the flexibility to work occasional overtime given the business need

Preferred Qualifications:

• Bachelor’s Degree (or higher)
• Previous Billing experience
• Experience with Microsoft Office – Microsoft Word, Excel, PowerPoint, Outlook (ability to create, edit, save and send documents, spreadsheets, presentations and correspondence) and Microsoft Access (create, edit, format, manipulate data)
• Advanced experience using Microsoft Excel, including knowledge in function capabilities, analysis, and creating formulas

Telecommuting Requirements:

• Reside within 60 miles of Newtown Square PA
• Required to have a dedicated work area established that is separated from other living areas and provides information privacy
• Ability to keep all company sensitive documents secure (if applicable)
• 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:

• Ability to resolve calls, avoiding escalated complaints
• Ability to exhibit empathy and be courteous to callers
• Ability to triage and handle escalated situations
• Ability to work in a fast-paced environment
• Ability to adapt to changes
• Previous work experience in a fast-paced environment requiring strong multi-tasking and problem solving skills
• Previous experience coaching and training a team in a collaborative environment

To protect the health and safety of our workforce, patients and communities we serve, UnitedHealth Group and its affiliate companies required all employees to disclose COVID-19 vaccination status prior to beginning employment. In addition, some roles and locations require full COVID-19 vaccination, including boosters, as an essential job function. UnitedHealth Group adheres to all federal, state and local COVID-19 vaccination regulations as well as client COVID-19 vaccination requirements and will obtain the necessary information from candidates prior to employment to ensure compliance. Candidates must be able to perform all essential job functions with or without reasonable accommodation. Failure to meet the vaccination requirement may result in rescission of an employment offer or termination of employment.

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

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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