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Customer Service Representative - Rancho Cordova, CA more...
Location:Rancho Cordova, CA
Company:OptumInsight
First posted:June 07, 2017
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Position Description:
Healthcare isnt just changing. Its growing more complex every day. ICD-10 Coding replaces ICD-9. Affordable Care adds new challenges and financial constraints. Where does it all lead? Hospitals and Healthcare organizations continue to adapt, and we are vital part of their evolution. And thats what fueled these exciting new opportunities.
Who are we?Optum360. Were a dynamic new partnership formed by Dignity Health and Optum to combine our unique expertise. As part of the growing family of UnitedHealth Group, well leverage our compassion, our talent, our resources and experience to bring financial clarity and a full suite of Revenue Management services to Healthcare Providers, nationwide.If youre looking for a better place to use your passion, your ideas and your desire to drive change, this is the place to be. Its an opportunity to doyour lifes best work.The Customer Service Representative is responsible for handling all incoming Billing and Eligibility phone calls and for serving as the primary customer interface for departmental inquiries.Positions in this function are responsible for providing expertise and customer service support to members, customers, and / or providers. Direct phone-based customer interaction to answer and resolve a wide variety of inquiries.Primary Responsibilities:

Ensures quality customer service for internal and external customers
Responds to incoming customer service requests, both verbal and written
Identifies and assesses customers' needs quickly and accurately
Solves problems systematically, using sound business judgment
Partners with other billing and eligibility department representatives to resolve complex customer service inquiries
Monitors delegated customer service issues to ensure timely and accurate resolution
Applies appropriate communication techniques when responding to customers, particularly in stressful situations
Informs and educates new customers regarding billing/invoicing set up and billing/payment procedures
Places outgoing phone calls to complete follow-up on customer service requests as necessary
Responds to customer service inquiries in writing as necessary
Processes member terminations (i.e. phone disenrollment)
Establishes and demonstrates competency in eligibility, billing and receivable systems and associated applications. Implements customer service strategies and recommends related improvements / enhancements
Maintains timely, accurate documentation for all appropriate transactions
Makes corrections and adjustments
Consistently meets established productivity, schedule adherence, and quality standards
Proactively seeks to further develop billing and accounts receivable competencies
Keeps management abreast of all outstanding issues
Adapts procedures, processes, and techniques to meet the more complex position requirements
Participates in load balancing
Addresses special (ad-hoc) projects as appropriate
Seeks involvement in continuous quality improvement initiatives
Ensures quality customer service for internal and external customers
The position communicates with callers and is a primary contact point for customers, it is essential that the position exemplify the values and a commitment to customer satisfaction
Extensive work experience within own function
Work is frequently completed without established procedures
Works independently
May act as a resource for others
May coordinate others activities

Required Qualifications:

High School Diploma or GED1+ years of Customer Service experience analyzing and solving customer problems, or 1+ years of experience in an office setting environment using the telephone and computer as the primary instruments to perform job duties Familiarity with computer and Windows PC applications (this includes the ability to learn new and complex computer system applications)
Preferred Qualifications:

Basic knowledge of Managed Care IndustryKnowledge of Billing / Finance and Eligibility processes, practices and conceptsBilingual candidate preferredSoft Skills:

Ability to navigate a computer while on the phone Ability to multi-task, this includes ability to understand multiple products and multiple levels of benefits within each product Ability to remain focused and productive each day though tasks may be repetitiveWilling to work and contribute in a team environment. Flexible to changeAbility to trouble-shoot problems.
Physical Requirements and Work Environment:

Frequent speaking, listening using a headset, sitting, use of hands / fingers across keyboard or mouse, handling other objects, long periods working at a computerService center environment with moderate noise level due to Representatives talking, computers, printers, and floor activityCareers with (please use the apply button below)rmation and technology have amazing power to transform the Healthcare industry and improve people's lives. This is where it's happening. This is where you'll help solve the problems that have never been solved. We're freeing information so it can be used safely and securely wherever it's needed. We're creating the very best ideas that can most easily be put into action to help our clients improve the quality of care and lower costs for millions. This is where the best and the brightest work together to make positive change a reality. This is the place to doyour lifes best work.Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity / Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or _expression, marital status, genetic information, or any other characteristic protected by law.UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.
Keywords: UHG, UnitedHealth Group, OptumInsight, bilingual, customer service representative, Rancho Cordova, California, Managed Care Industry

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