Customer Service Representative

Optum is a statewide health care system in Maine that works to personalize and streamline health care for communities. They are seeking a Customer Service Representative to provide excellent customer service, advocate for patients, and resolve billing issues while ensuring compliance with departmental policies.

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
• Thoroughly understand the department's key performance indicators
• 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

Requirements:

• 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 40 - 45 words per minute
• Ability to train onsite for the first 8 weeks at 43 Whiting Hill Rd Brewer, Maine 04412
• Ability to provide onsite coverage at 489 State Street, Bangor, ME, based on business needs
• 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
• 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. UnitedHealth Group will adhere to all federal, state and local regulations as well as all client requirements and will obtain necessary proof of vaccination, and boosters when applicable, prior to employment to ensure compliance. Candidates must be able to perform all essential job functions with or without reasonable accommodation
• 1+ years of experience in healthcare customer service
• Work experience with Northern Light Health
• Medical Terminology