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.
The Collections Representative is responsible for managing an assigned portfolio and collecting payment on past due accounts. The goal is to collect money by the net terms, while being proactive, facilitating the resolution of disputed items to reduce bad debt and obtain payment for services rendered.
Billing is an ever-changing environment that requires quick thinking, proactive actions. Each day welcomes new challenges that need to be approached with an open mind and drive to meet our customers’ needs.
This position is full time (40 hours/week) Monday – Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 7:30am – 6:00pm EST. It may be necessary, given the business need, to work occasional overtime. Our office is located at 400 Egypt Road Norristown, PA.
We offer on-the-job training. The hours of the training will be aligned with your schedule.
If you are located within commutable distance at 400 Egypt Road Norristown, PA, you will have the flexibility to work remotely* as you take on some tough challenges.
Primary Responsibilities:
- Each Collector is responsible for an assigned portfolio of customer accounts.
- Make daily collection calls on past due accounts with AR>60, update billing system and develop action plans for resolving barriers to payment.
- Responsible for compiling placements and bankruptcies to collection agencies, ensuring all paperwork and approvals are submitted following the SOP.
- Monitor short-paid invoices and facilitate resolution on disputes in timely manner.
- Review and expedite resolution of credit balances for accounts in portfolio with AR>90,
- Process ACH and credit card payments and adjustments on accounts
- Research disputes by pulling lab requisitions, requesting check pulls from the Cash team, reviewing account activity.
- Document activity by noting billing system, Collectors Database, and accessing the Quest online invoicing system (eInvoice).
- Responsible for making direct contact with clients, Quest labs, Accounts Payable, Sales Reps, Account Managers, local Quest standard Business Units and Quest non-standard business units.
- Attend monthly conference calls with management, Finance and Sales to discuss status of High-Risk reports, preparing all information that pertains to clients on portfolios and participate in the facilitation of the resolution.
- Maintain various databases and ensure proper data points are stored properly to run accurate data for reporting purposes.
- While performing these day-to-day functions, Collectors are also making and receiving calls from clients, handling emails, correspondence, and working with customer service.
- Prepare various reports such as: High Risk, Bad Debt Reserve, No Pay and monthly report of accomplishments, roadblocks and action plans.
- Timely and accurate follow-up to all impacted parties (internal and/or external) regarding payment due and disputes is critical and mandatory.
- Additional processes and projects will be assigned as necessary to meet business needs, including assisting Customer Service with workload.
- Meet all service level agreements set forth by leadership, meeting production and quality standards.
- Other duties as assigned
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 OR equivalent work experience
- Must be 18 years of age OR older
- 1+ years of billing and/or collections experience in medical/healthcare industry
- 2+ years of Customer Service experience in an office or call center setting or phone support role using computer consistently
- Experience with Microsoft Word with the basic document creating and editing
- Experience with Microsoft Excel with creating basic formulas, sorting, filtering, and data collection
- Familiarity with computer and Windows PC applications, which includes the ability to learn new and complex computer system applications
- Ability to come on-site for meetings as needed
- Ability to work full time (40 hours/week) Monday – Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 7:30am – 6:00pm EST. It may be necessary, given the business need, to work occasional overtime.
Preferred Qualifications:
- Experience with healthcare client customer service billing and client collections/account receivables background
Telecommuting Requirements:
- Reside within commutable distance at 400 Egypt Road Norristown, PA
- Ability to keep all company sensitive documents secure (if applicable)
- Required to have a 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.
Soft Skills:
- Self-Motivated
- Excellent organizational and interpersonal skills
- Ability to handle escalated calls
- Excellent verbal and written communication skills
- Strong ability to negotiate and persuade clients to pay invoices timely
- Experience conducting data analysis and preparing recommendations from the findings
*All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter Policy
Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with us, you’ll find a far-reaching choice of benefits and incentives. The hourly pay for this role will range from $17.74 – $31.63 per hour based on full-time employment. We comply with all minimum wage laws as applicable.
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.
UnitedHealth Group is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.
UnitedHealth Group is a drug – free workplace. Candidates are required to pass a drug test before beginning employment.
