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 patients, insurance companies, or other third party liability.
• 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 agencies 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 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 / GED OR equivalent work experience.
• Must be 18 years of age OR older.
• 2+ years of experience working with third party billing practices.
• Knowledge of medical terminology.
• Ability to travel up to 10% of the time domestically.
• Ability to work full-time, Monday - Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 8:00 am - 4:30 pm, 2 in office days and 3 from home. It may be necessary, given the business need, to work occasional overtime.

Preferred Qualifications

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

Telecommuting Requirements

• Reside within commutable distance to the office at 228 Billerica Rd, Chelmsford, MA 01824.
• Ability to keep all company sensitive documents secure (if applicable).
• 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

• Proven outstanding customer service and excellent communication skills are necessary to interact with third party agents and patients both verbally and in writing.
• Proven 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.
• Proven to perform all job functions in compliance with applicable federal, state, local and company policies and procedures.

Pay and Benefits

The hourly pay for this role will range from $18.00 to $32.00 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 believe everyone-of every race, gender, sexuality, age, location, and income-deserves the opportunity to live their healthiest life.

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.

UnitedHealth Group is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.

UnitedHealth Group is a drug - free workplace. Candidates are required to pass a drug test before beginning employment.

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