Customer Service Representative

Optum offers opportunities through its strategic partnership with Northern Light Health, a statewide health care system in Maine. The Customer Service Representative provides healthcare customer service, resolves patient account and billing issues, supports payment plans, and helps maintain financial and service performance standards.

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 of age 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 complete onsite training for the first 6 - 8 weeks at 43 Whiting Hill Rd Brewer, Maine 04412, followed by transition to a remote work arrangement
• 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
• Candidates must be able to perform all essential job functions with or without reasonable accommodation
• Ability to work full-time, Monday - Friday
• Employees are required to have flexibility to work any of our shift schedules during our normal business hours of 8:00 am - 4:30 pm EST
• It may be necessary, given the business need, to work occasional overtime
• Reside within commutable distance to the office at 43 Whiting Hill Rd Brewer, Maine 04412
• Ability to keep all company sensitive documents secure (if applicable)
• Required to have a dedicated work area established that is separated from other living areas and provides information privacy
• Must live in a location that can receive a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service
• Strong communication skills (written/verbal)
• Strong analytic skills
• 1+ years of experience in healthcare customer service
• Work experience with Northern Light Health
• Medical Terminology