Patient Accounts Customer Service Representative – Waukesha, WI

Opportunities with ProHealth Care, part of the Optum family of businesses. ProHealth Care is proud to be a leader in health care services, serving Waukesha County and the surrounding areas for more than a century. Explore opportunities across the full spectrum of care as you help us improve the well-being of the community with your skills, compassion, and innovation. Be part of a collaborative environment that strives for excellence, nurtures respect, and ensures high-quality care delivery to our patients. Join us in making an impact and discover the meaning behind Caring. Connecting. Growing together.

This individual will have daily interaction with patients and customers of ProHealthcare involving both Hospital and Physician billing inquiries. Medical billing call center and must have demonstrated excellent Customer Service skills. In this blended call center environment, the individual will be handling inbound and outbound phone calls and will be responsible for resolving account inquiries with a high level of professionalism and accuracy. Researching and resolution of medical billing problems, negotiates acceptable payment plans and processes patient payments.

This position is full time, Monday-Friday. Employees are required to work our normal business hours of 8:30am – 5:00pm CST. Our office is located at N 17 W24100 Riverwood Drive Waukesha, WI 43188 .

We offer 8 weeks of paid training. The hours during training will be 8:30am to 5:00pm CST, Monday – Friday.  Training will be conducted on-site.

Primary Responsibilities: 

• Promptly and professionally answers/responds to inbound telephone calls, voice mails, and customers who visit the department to accurately assist with questions

• Promptly and professionally makes outbound telephone calls to customers to facilitate further account processing

• Responds to patient’s questions in a timely manner, making sure they understand the answer provided

• Understands the relationship between pricing agencies and insurance companies

• Negotiates and set up payment plans according to defined organizational policies

• Communication verbally and online with Collection Agencies and provide current and accurate information to both patient and collection agencies.

• Follow appropriate procedures for canceling accounts placed with collection agencies

• Manage accounts in assigned work queues and follows up appropriately

• Fully utilizes patient billing software- EPIC, which includes adding appropriate documentation of steps taken to resolve account.  This includes all telephone calls made and received.

• Research and responds to messages in billing software in a timely manner

• Read and interpret insurance explanation of benefits to accurately determine if review is required and effectively resolve problems for patients.

• Research in-coming correspondence and respond accordingly by forwarding to medical records, complying with requests, updating information

• Self evaluates workload, prioritizes assigned tasks, and schedules completion of duties in a timely manner.

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:

• High School Diploma / GED

• 2+ years healthcare call center OR medical billing experience
• 1+ years experience working in an EMR system 
• Must be 18 years of age OR older
  
  

• Ability to attend 100% of training over a 2-month time frame
• Ability to work full time, Monday-Friday. Employees are required to work our normal business hours of 8:30am – 5:00pm CST.

Preferred Qualification:

• EPIC experience

Soft Skill:

• Excellent Customer Service and follow-up skills.

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: 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.

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