Senior Customer Service Representative

Optum Insight is improving the flow of health data and information to create a more connected healthcare system. The Senior Customer Service Representative resolves telephone calls regarding billing and collection of patient accounts, responds to patient and payer inquiries, documents account activity, and supports billing operations and process improvement.

Responsibilities:

• Receive and direct telephone calls in a professional and courteous manner
• Answer patient inquiries or direct inquiries to the appropriate representative
• Enter appropriate documentation of all account activity through system notes or account revision
• Give clerical support to the management and supervisory staff
• Enter appropriate documentation of all new insurance information to restart the billing and follow-up cycle
• Consistently meet the current productivity standards in resolving a high volume of phone calls received through the CXOne system and handling all returns and escalations from the early-out vendor, utilizing excellent customer service skills
• Respond to patient, payer, and Single Business Office (SBO) employee inquiries regarding hospital and professional balances, financial assistance applications, and both hospital and clinic visits
• Seamlessly transition patient calls to and from self-pay vendor staff
• Provide individual contribution to the overall team effort of achieving the department AR goal
• Identify opportunities for system and process improvement and submit to management
• Demonstrate knowledge of John Muir Health System HIPAA privacy standards and ensure compliance with system PHI privacy practices
• Follow the Health System's general Policy and Procedures, the Department's Policy and Procedures, and the Emergency Preparedness Procedures
• Complies with all HIPAA and JCAHO standards as well as the rules and regulations for any outside government regulatory agency, including the processing of appropriate forms and paperwork

Requirements:

• • High School Diploma / GED OR equivalent work experience
• • Must be 18 years of age OR older
• • 2+ years of experience with working in a customer service inbound / outbound call center or working in a high volume call environment
• • Experience with Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications
• • Ability to work full time with the flexibility to work any 8-hour work shifts between the hours of 7:55 am - 4:35 pm PST from Monday - Friday, including occasional overtime per business need
• • 2+ years of experience in healthcare billing field
• • Technical proficiency in Microsoft Office
• • Experience with Electronic Medical Records systems (EPIC or equivalent)
• • All employees working remotely will be required to adhere to UnitedHealth Group's Telecommuter Policy