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Senior Customer Service Representative - Norristown, PA

UnitedHealth Group

Norristown, PA
Job Code:
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Job Details

743448 Senior Customer Service Representative Norristown PA

Senior Customer Service Representative - Norristown, PA (743448)

Position Description

Position Description:

Healthcare isn’t just changing. It’s 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 that’s what fueled these exciting new opportunities. 


Who are we? Optum360. We’re a dynamic new partnership formed by Quest and Optum to combine our unique expertise. As part of the growing family of UnitedHealth Group, we’ll 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 you’re looking for a better place to use your passion, your ideas and your desire to drive change, this is the place to be. It’s an opportunity to do your life’s best work.
The Senior Customer Service Representative provides primary client interface on accounts, including negotiations with physicians and / or designated office management, CEOs and CFOs. Lead communication role to leadership, including direct engagement with Managing Directors, Sales Directors, and other relevant staff. This position is full-time (40 hours / week) with our site hours of Operation from 8:00 a.m.- 4:30 pm.
In an environment where the client is at the center of everything that we do, individuals in this position typically work in a call center environment to respond to clients or their representative. Research is needed for all billing issues in order to respond and resolve disputes timely and while providing client satisfaction. 
Primary Responsibilities:
  • Develop and maintain productive relationships with customers (e.g., provide a good first impression, command attention and respect, maintain professional tone, demonstrate confidence, de-escalate / defuse customers as needed
  • Answer high volume calls from clients, regarding disputes, credit card payments, pricing and other general concerns on a daily basis
  • Out bound calls will be made to clients, Sales, Quest labs, and other internal customers with information on billing issues and resolution
  • Phone and mailbox duties will be processed concurrently to ensure all billing inquiries are researched and resolved. This includes verbal and written correspondence, noting outcomes in billing system and communicating escalated issues to the Supervisor and / or Sales Manager
  • Active communication amongst the team must take place ensure consistent coverage of phones, internal and external mailboxes, which includes adhering to a set lunch schedule
  • Process correspondence via mail, fax or paper requests, handling billing disputes and researching payments
  • Work directly with the Collection Coordinators to process adjustments, manual sales and refunds for accurate invoicing and assisting with the collection of small balances
  • Develop and maintain productive relationships / interactions with customers
  • All aspects of research need to take place for accurate resolution which includes but not limited to: pulling chain of custody forms, requesting check pulls from the cash team, reviewing account activity and notes in billing system, accessing the Quest online invoicing system (eInvoice), reviewing prior emails in internal and external mailboxes, direct contact with clients, Quest labs, Accounts Payable, Sales Reps, Account Managers, local Quest standard business units and Quest non-standard business units
  • Billing Reps will work directly with the ES Business Unit to educate them on billing practices and protocols for accurate communication to clients
  • Thorough navigation of both Quest Billing System and the web Production and Quality based position 
  • Timely and accurate follow up to all impacted parties (internal and / or external) that provides an explanation of resolution and requested information is mandatory
  • Maintain and follow SOP’s and perform web billing for clients as needed
  • Maintain ongoing communications with customers during the resolution process to communicate status updates and other required information 
  • Maintain focus on customer interactions without being distracted by other factors 
  • Follow Compliance and HIPAA Regulations at all times
  • Ability to meet production (and track daily) and quality standards


Required Qualifications:
  • High School Diploma / GED (or higher)
  • 2+ years of call center customer service experience
  • 1+ years of professional medical billing experience
  • Revenue cycle billing experience
  • Microsoft Excel experience (creating and editing spreadsheets)
  • Microsoft Word experience (creating and editing documents)
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 computer
  • Service center environment with moderate noise level due to Representatives talking, computers, printers, and floor activity
Careers with OptumInsight. Information 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 do your life’s 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: customer service representative, customer service, CSR, UnitedHealth Group, call center, Optum, health care, office, phone support, training class, senior, Quest, Rev Cycle, Revenue Cycle

Job Details

  • Contest Number743448
  • Job TitleSenior Customer Service Representative - Norristown, PA
  • Job FamilyCustomer Services
  • Business SegmentOptumInsight

Job Location Information

  • Norristown, PA
    United States
    North America

Additional Job Detail Information

  • Employee StatusRegular
  • ScheduleFull-time
  • Job LevelIndividual Contributor
  • ShiftDay Job
  • TravelNo
  • Telecommuter PositionNo
  • Overtime StatusNon-exempt

UnitedHealth Group is the most diversified health care company in the United States and a leader worldwide in helping people live healthier lives and helping to make the health system work better for everyone.

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