Customer Service Representative

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.

• Conduct telephone inquiries, inbound, outbound to collect accounts.
• Collect on patient co-pays, deductible and coinsurance.
• Handle high volume of incoming outgoing patient calls.
• Provide patient with an explanation of their hospital bill and resolve inquiries and disputes related to the bill
• Obtain third party medical insurance.
• Respond to complex customer calls answers, researches discrepancies.
• Resolve customer service inquiries which could include: billing and payment issues, patient itemized bill requests, and processes requests for financial assistance, processes payments and makes payment arrangements.
• Follows-up on missed payment arrangements.
• Meets and maintains established productivity goals and quality standards.
• Notate patient hospital account records of patient communication and call resolution.
• Identifies and communicates trends and common concerns raised by patients.
• Performs related duties.
• Limited work experience.
• Works on simple tasks using established procedures.
• Depends on others for guidance.
• Work is typically reviewed by others.

Required Qualifications:

• High School Diploma or GED
• 1+ year of customer service, call center, or collection experience
• Proficiency with Windows PC applications, which includes the ability to learn new and complex computer system applications
• Available to work any shift during hours of operation (Available to work any shift during hours of operation 9:00 am - 8:00 pm, Monday through Friday).

Preferred Qualifications:

• Bilingual
• Knowledge of medical insurance and claims processing

Soft Skills:

• Ability to listen attentively, read and interpret the critical content of an inquiry
• Excellent telephone etiquette skills
• Should have excellent communication skills: written and verbal communication.
• Should be able to handle a lot of data that is available, and all of this has to be done at good pace.
• Should have patience when communicating with the patient/caller able to maintain their composure even if the customer is being rude.
• Should have the skill of versatility; they will have to adapt to many situations regarding the patient / caller.
• Should have strong problem-solving dispute resolution and negotiating skills.
• Physical Requirements and Work Environment:
• Frequent speaking, listening using a headset, sitting, use of hands/fingers across keyboard or mouse, handling other objects, long periods working at a computer
• Utilize multiple PC applications throughout the day
• Service center environment with moderate noise level due to Representatives talking, computers, printers, and floor activity