[Hiring] Call Center Disputes Agent @UnityPoint Health

Role Description

We're seeking a Customer Service Disputes Agent to join our team! This role is part of the call center team and acts as a main contact for billing disputes from patients, guarantors, affiliates, and external agencies. The disputes may include but are not limited to:

• De-escalating patient billing disputes
• Resolving insurance processing issues
• Addressing patient care concerns
• Investigating services performed
• Coding reviews
• Collecting self-pay accounts receivable

Location: Remote, applicants preferably reside in the UPH geographical areas of Iowa, Illinois, or Wisconsin

Hours: Monday-Friday, 8:00am-4:30pm

Responsibilities

• Answer inbound telephone calls and dispute transfers from 3rd party vendors
• Apply knowledge and understanding of individual customer accounts
• Efficiently and effectively handle account balance inquiries
• Resolve billing questions and problems, billing disputes, and other issues as needed
• Communicate effectively and use de-escalation techniques with upset callers
• Ensure patient satisfaction by successfully resolving billing disputes
• Navigate through billing system and other tools to resolve billing questions
• Investigate, explain, and sustain valid charges to callers
• Understand general insurance practices including payments and denials
• Identify problems and work with appropriate team members to correct errors
• Forward care concerns to Guest Relations as appropriate
• Organize and prioritize additional responsibilities between calls
• Document all phone conversations, payment arrangements, and collection activities
• Ensure all steps taken are well documented for any additional follow-up
• Communicate identified problems to assure proper follow-up is completed
• Work in a fast-paced call center environment with strict adherence to HIPAA
• Maintain call metrics and productivity

Qualifications

• High School diploma or equivalent
• 2-3 years of experience in a customer service call center environment
• Ability to use de-escalation practices for escalated disputes
• Ability to communicate effectively both verbally and in writing

Benefits

• Paid time off
• Parental leave
• 401K matching
• Employee recognition program
• Dental and health insurance
• Paid holidays
• Short and long-term disability
• Pet insurance
• Early access to earned wages with Daily Pay
• Tuition reimbursement
• Adoption assistance