Key skills
Call center experienceHealth care experienceBilingual English/SpanishBilling knowledgeComputer proficiencyCompassionate communicationConflict management
About this role
Optum is a part of UnitedHealth Group, focused on improving health data flow and creating a connected system. As a Bilingual Senior Customer Service Representative, you will provide compassionate support to members, helping them navigate their health care inquiries and resolve complex billing issues.
Responsibilities:
- Answer a high volume of calls from patients or their representative, regarding patient bill balances, payment plans, credit card payments, patient pricing, rebilling insurance companies and general customer concerns
- Evaluate and respond to all aspects of billing inquiries, including but not limited to: billing insurances, and updating invoices
- Research, troubleshoot and resolve complex billing issues and customer complaints, taking all steps to resolve and ensure full resolution
- Maintain tracking log of all patient contacts
- Ability to perform additional projects or tasks based on business need
- Thorough navigation of the Quest Billing System and other applicable applications
- Maintain all Compliance and HIPAA regulations at all times
Requirements:
- High School Diploma / GED
- Must be 18 years of age OR older
- Bilingual fluency in English and Spanish
- 2+ years of experience working in a call center handling a high volume of inbound calls
- 2+ years of experience in a medical office or health care setting analyzing and resolving customer health care concerns
- Ability using computers and Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications
- Ability to commit to full-time attendance during the 90-day training period 9:00am - 5:30pm EST, with no absences
- Ability to work any eight-hour shift between Monday - Friday, from 8:30am - 8:00pm EST. Specific shift will be assigned after training ends
- Health care experience
- Knowledge of billing/finance and eligibility processes, practices, and concepts
- Proficient in translating health care-related jargon and complex processes into simple, step-by-step instructions customers can understand and act upon