Associate Product Specialist

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.

* Responsible for providing level 2 support to our internal and external clients for our billing products * Respond to standard support requests coming from level 1 team and other functional groups * Use pertinent data and facts to identify and solve a range of problems within area of expertise * Provide explanations and interpretations within area of expertise for clear and concise communication back to clients * Will prioritize and organize own work to meet deadlines * Functional skills: Analyze and Drive Resolution of Client Problems/Issues * Gather appropriate information and perform initial problem investigation to determine scope and depth of problem * Identify and communicate steps/solutions to client problems/issues using established guidelines where available * Ensure proper documentation of client problem/issue (research conducted, steps required) * Provide Support for Applicable Products: Demonstrate knowledge of applicable industry regulations/standards (CPT/HCPC Codes, ICD9/10, UB04, 1500, 837, Revenue Cycle) * Perform product testing where needed; Adhere to quality standards, call quality, incident/work order quality * Client Relationship Responsibilities: * Develop and sustain productive relationship with clients * Manage client conversations appropriately (provide a good first impression, demonstrate confidence, defuse frustration) * Apply knowledge of applicable Service Level Agreement (SLA’s) when interacting with clients * Maintain ongoing communication with client during resolution process/communicating updates * Knowledge Resource: Create and maintain documentation (troubleshooting guides and how to knowledgebase) * Identify and communicate needed product documentation changes to appropriate internal functional teams (Product/QA Team)

**Demonstrated Skills:** * Demonstrated ability to manage and prioritize deliverables * Proven organizational skills with ability to be flexible and work with ambiguity * Self-motivated, team oriented, client service focused, relationship building skills, accuracy, attention to detail * Problem solving skills/solution oriented **Required Qualifications:** * Bachelor's degree or equivalent experience * 3 years of client relationship and/or product/software support experience within a matrix organization * 1 years of experience with medical claims data and payer regulations * 3 years of professional writing and editing experience * 2 years of experience understanding of medical business office operations and/or billing operations for a provider or a hospital * Microsoft Office Suites proficiency within Excel and Word (creating and editing) **Preferred Qualifications:** * Understanding of medical revenue life cycles * Level 2 software support experience * Medical Coding/Billing knowledge is helpful * SQL database query knowledge * Microsoft Access knowledge * Healthcare experience