[Hiring] Customer Service Representative @UnitedHealth Group

Role Description

This position is Remote in Maine. If you are located within commutable distance to the office at 43 Whiting Hill Rd Brewer, Maine 04412, you will have the flexibility to work remotely as you take on some tough challenges.

This position is full-time, Monday - Friday. Employees are required to have flexibility to work any of our shift schedules during our normal business hours of 8:00 am - 4:30 pm EST. It may be necessary, given the business need, to work occasional overtime.

We offer 6-8 weeks of on-the-job training. The hours of training will be during normal business hours.

Primary Responsibilities:

• Actively participate in team huddles and meetings by way of sharing knowledge, requesting information, and recommending process improvements.
• Provides excellent customer service via first call resolution as frequently as possible.
• Advocate for patients regarding complaints or billing issues within the established policies and procedures of the department.
• Advises management of customer service issues which may require attention in a timely manner.
• Resolve assigned accounts in a timely and accurate manner, which maximizes reimbursement in compliance with the department’s policy and procedures.
• Research and accurately resolve outstanding patient balances in accordance with all departmental and system policies and procedures.
• Meet or exceed the NLH performance standards as it relates to quality and productivity.
• Accurately schedule patient payment plans in accordance with internal policy guidelines.
• Work closely by way of problem solving with peers and leaders to address patient balance issues or changes that directly impact the accounts receivable.
• Ensure all functions related to customer service supports the team goals and objectives as well as NLH financial performance objectives.
• Thoroughly understand the department’s key performance indicators.
• Advises management of payment variance issues which may require attention in a timely manner.
• Maintain the knowledge of collection protocols, payer, regulatory policies and laws.
• Attend internal education sessions to enhance or gain new skills.
• Demonstrate departmental desire to provide community benefits by way of charitable events or contribution outside the four walls of the department.

Qualifications

• High School Diploma / GED
• Must be 18 years or older
• 1+ years of customer service experience in healthcare, insurance, government (state or federal), social services, or human services settings
• 1+ years of data entry experience
• Basic proficiency with Windows PC applications and Microsoft Office (create, edit, format Microsoft Word, Microsoft Excel, Microsoft PowerPoint)
• Ability to work full-time, Monday - Friday between 8:00 am - 4:30 pm EST including the flexibility to work occasional overtime given the business need
• Ability to complete onsite training for the first 6-8 weeks at 43 Whiting Hill Rd., Brewer, ME, followed by transition to a remote work arrangement
• Full Flu vaccination are an essential job function of this role. Candidates located in states that mandate Flu booster doses must also comply with those state requirements.

Requirements

• 1+ years of experience in healthcare customer service
• Medical Terminology
• Work experience with Northern Light Health

Telecommuting Requirements

• Reside within commutable distance to the office at 43 Whiting Hill Rd Brewer, Maine 04412
• Ability to keep all company sensitive documents secure (if applicable)
• Required to have a dedicated work area established that is separated from other living areas and provides information privacy.
• 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

• Strong communication skills (written/verbal)
• Strong analytic skills

Benefits

• Comprehensive benefits package
• Incentive and recognition programs
• Equity stock purchase
• 401k contribution (all benefits are subject to eligibility requirements)