Collections Representative

About the role

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together.

Schedule

• Full time Monday - Friday, 8-hour shift schedules during normal business hours of 8:00 am - 4:30 pm
• Office-Based schedule with 2 in-office days and 3 work-from-home days per week
• Occasional overtime may be necessary given business need
• Up to 12 weeks of paid training (training conducted onsite, hours aligned with your schedule)
• Office located at 228 Billerica Road, Chelmsford, MA 01824

Responsibilities

• Answer phone calls in a high volume call center environment, fielding calls from patients, insurance carriers, attorneys, third-party agents, practice staff, and clinicians
• Maintain composure and professional communications with difficult patients and insurers during financial collection discussions
• Work toward monthly goals of customer service standards and patient financial collections
• Investigate and resolve billing problems using various data and reference material including computer reports, explanation of benefit material, phone inquiries, and website pages
• Research non-payment of outstanding balances in a timely and accurate manner for patients, insurance companies, or other third party liability, with focus on self-pay; resolve, update and resubmit to insurer as appropriate; work, process and complete monthly assignments for all accounts
• Initiate actions 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
• Initiate contact to patients for missing or erroneous demographic and insurance information, update and process as necessary
• Collect and process patient payments, entering credit card payments into online tool, and may perform posting payments into billing system for certain accounts
• Review and process patient refunds in response to patient overpayments and patient accounts that have overpayments and bad debt
• Handle and process bankruptcy notifications and claims
• Provide billing statements for various requests including third party agencies including medical expense verifications and health care reimbursement accounts
• Respond to patient billing inquiries sent via public website or email
• Perform investigation using available sources of information to locate updated address/contact information on returned patient billing statements
• Perform 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 work full time Monday - Friday with flexibility to work any 8-hour shift schedule during normal business hours of 8:00 am - 4:30 pm, 2 in-office days and 3 work-from-home; occasional overtime as needed
• Reside within commutable distance to the office at 228 Billerica Road, Chelmsford, MA 01824
• Ability to keep all company sensitive documents secure (if applicable)
• 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

Preferred Qualifications

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

Skills

• Outstanding customer service and excellent communication skills 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
• 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

The hourly pay for this role will range from $18 - $32 per hour based on full-time employment. Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc.

Benefits

In addition to your salary, we offer a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements).