Collections Representative

Primary Responsibilities

• Answers phone calls in a high volume call center environment, fielding calls from patients, insurance carriers, attorneys, and third-party agents, practice staff and clinicians.
• Maintains composure and professional communications with difficult patients and insurers during financial collection discussions.
• Works toward monthly goals of customer service standards and patient financial collections.
• Investigates and resolves billing problems using various data and reference material on hand including computer reports, explanation of benefit material, phone inquires and web-site pages.
• Resolves, updates and resubmits to insurer as appropriate outstanding balances in a timely and accurate manner, including working, processing and completing monthly assignments for all accounts.
• Initiates actions in attempt to collect outstanding patient balances such as contacting patients directly, negotiating payment arrangements and settlements, writing and sending letters and/or final notices and referring patients to third party agency for further collection actions.
• Initiates contact to patients for any missing or erroneous demographic and insurance information, update and process as necessary.
• Collections and processes patient payments, entering credit card payments into online tool and may perform posting payments into billing system for certain accounts.
• Reviews and processes patient refunds in response to patient overpayments and patient accounts that have overpayments and bad debt.
• Handles and processes bankruptcy notifications and claims.
• Provides billing statements for various requests including third party agencies including medical expense verifications and health care reimbursement accounts.
• Responds to patient billing inquiries sent via public web-site or e-mail.
• Performs investigation using available sources of information to locate updated address/contact information on returned patient billing statements.
• Performs other duties as assigned.

Required Qualifications

• High School Diploma (or equivalent education, training or experience)
• Must be 18 years of age OR older
• 2+ years of experience working with third party billing practices
• Knowledge of medical terminology
• Full-time Monday - Friday work schedule required
• Flexibility to work any of our shift schedules during our normal business hours of 8:00am - 4:30pm EST
• Occasional overtime may be necessary given the business need

Preferred Qualifications

• Experience with physician's billing
• Knowledge of ICD-10, CPT-4 and HCPCS coding

Telecommuting Requirements

• Reside within the state of Massachusetts
• Ability to keep all company sensitive documents secure
• Must live in a location that can receive a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service

Soft Skills

• Outstanding customer service and excellent communication skills are necessary to interact with third party agents and patients both verbally and in writing
• Ability to work in a fast-paced environment and flexibility in adapting to changes in policies, regulations and procedures
• Proven ability to use all electronic tools and applications relevant to the performance of the duties of the position, including but not limited to phone, keyboard, computer and computer applications
• Ability to perform all job functions in compliance with applicable federal, state, local and company policies and procedures

Pay and Benefits

• Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc.
• In addition to your salary, we offer benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements).
• No matter where or when you begin a career with us, you'll find a far-reaching choice of benefits and incentives.
• The hourly pay for this role will range from $18 - $32 per hour based on full-time employment.
• We comply with all minimum wage laws as applicable.
• At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone.
• We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes - an enterprise priority reflected in our mission.