Customer Service Representative - Eugene, Or

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The Customer Service Representative serves the patients, providers and staff of Optum/ Oregon Medical Group through empathetic, and patient centered Customer Service to research, resolve, and escalate billing, benefit, or patient experience concerns and questions.

If you are located in Eugene, OR, you will have the flexibility to Work from home 3-4 days and the office 1-2 days a week in this hybrid role* as you take on some tough challenges.

Primary Responsibilities:

• Provide excellent patient centered Customer Service to the patients and community Oregon Medical Group serves by helping to identify, resolve, or escalate patient or billing concerns. Collaborate with other Revenue Cycle and Operational teams to ensure timely follow up of patient questions or concerns is met
• Post incoming credit card payments against outstanding patient receivables including taking appropriate adjustments according to policy or leadership direction. Process payment plan requests as needed per patient direction
• Meet daily call volume productivity expectations after orientation period
• Create shell patient accounts for external referrals from community partners
• Assist patients in navigating account related issues such as updating insurance coverage, addresses, names, and other registration related fields; rebill or escalate affected claims to other Revenue Cycle teams as appropriate
• Maintain strictest confidentiality
• Work on assigned projects as needed
• Perform other duties as assigned
• Performance Requirements:
• Possess excellent internal and external Customer Service skills; ability to stay professional during high stress calls
• Familiarity with medical claim adjudication cycle including EOBs, deductibles, coinsurance, copays, and denials
• Familiarity of medical and billing terminology
• Ability to multitask while taking incoming calls
• Skill in using computers including Microsoft Office products. Must be able to utilize normal office technologies including dual monitors, phone systems, 10-Key, and internet-based tools; ability to learn new systems
• Able to examine documents for accuracy and completeness including preparing records in accordance with detailed instructions
• Ability to work effectively with patients and co-workers; communicate clearly, both verbally and in writing

You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

Required Qualifications:

• 1+ years of experience in a related environment (i.e., office, administrative, clerical, Customer Service, etc.) using phones and computers as the primary job tools
• Basic computer skills with MS Outlook, Word, and Excel
• Proven Customer Service skills, ability to stay professional during high stress calls
• Proven ability to multi-task and to understand multiple products and multiple levels of benefits within each product
• Ability to work a hybrid role (1-2x per week in our Eugene, OR office and remote)
• Based in Eugene, OR or within commuting distance to our office

Preferred Qualifications:

• Epic Professional Billing experience
• Experience in medical billing experience
• Experience with medical collections
• Experience with and understanding of ICD10 and CPT coding - including modifier
• Experience with Medicare and Medicaid billing

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. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. 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.

Diversity creates a healthier atmosphere: OptumCare and its affiliated medical practices are Equal Employment Opportunity/Affirmative Action employers 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.

OptumCare and its affiliated medical practices is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.