Note: The job is a remote job and is open to candidates in USA. Optum, in partnership with Northern Light Health, supports healthcare services and patient care. The Customer Service Representative provides customer service and first-call resolution, advocates for patients with complaints or billing issues, resolves patient balances and accounts, schedules payment plans, and supports reimbursement and financial performance objectives.
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
Skills
- High School Diploma / GED or equivalent yrs of work experience
- Must be 18 years or older
- 1+ year of customer service experience in healthcare, insurance, government (state or federal), social services, or human services settings
- 1+ year of data entry experience
- Ability to type 40-45 words per minute
- Basic proficiency with Windows PC applications and Microsoft Office (create, edit, format Microsoft Word, Microsoft Excel, Microsoft PowerPoint)
- Ability to work full-time, Monday - Friday between 8:00am - 4:30pm 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
- Candidates must be able to perform all essential job functions with or without reasonable accommodation
- Reside within Maine or Texas
- 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+ year of experience in healthcare customer service
- Work experience with Northern Light Health
- Medical Terminology
Benefits
- $1,500 Sign-On Bonus for External Candidates
- This position is Remote in ME or TX. You will have the flexibility to work remotely
- We offer up to 8 weeks of on-the-job training.
- A comprehensive benefits package
- Incentive and recognition programs
- Equity stock purchase
- 401k contribution
- Provide development for other roles you may be interested in
Company Overview
Company H1B Sponsorship