Collections Representative

This position is Remote in the state of Massachusetts. You will have the flexibility to work remotely* as you take on some tough challenges.

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.

This position is full-time Monday - Friday. Employees are required to have flexibility to work any of our shift schedules during our normal business hours of 8:00am - 4:30pm EST. It may be necessary, given the business need, to work occasional overtime. 

We offer 8-12 weeks of on-the-job training. The hours of training will be aligned with your schedule.

Primary Responsibilities:

• Answers phone calls in a high volume call center environment, fielding calls from patients, insurance carriers, attorneys, and third-party agents, practice staff and clinicians.  Maintains composure and professional communications with difficult patients and insurers during financial collection discussions
• Works toward monthly goals of customer service standards and patient financial collections
• Investigates and resolves billing problems using various data and reference material on hand including computer reports, explanation of benefit material, phone inquires and web-site pages
• Researches the non-payment of outstanding balances in a timely and accurate manner.  This includes patients, insurance companies, or other third party liability, with focus on self-pay.  Resolve, update and resubmit to insurer as appropriate.  This includes working, processing and completing monthly assignments for all accounts
• Initiates actions in attempt to collect outstanding patient balances such as contacting patients directly, negotiating payment arrangements and settlements, writing and sending letters and/or final notices and referring patients to third party agency for further collection actions
• Initiates contact to patients for any missing or erroneous demographic and insurance information, update and process as necessary
• Collects and processes patient payments, entering credit card payments into online tool and may perform posting payments into billing system for certain accounts
• May review and process patient refunds in response to patient overpayments and patient accounts that have overpayments and bad debt
• Handles and processes bankruptcy notifications and claims
• Provides billing statements for various requests including third party agencies including medical expense verifications and health care reimbursement accounts
• Responds to patient billing inquiries sent via public web-site or e-mail
• Perform investigation using available sources of information to locate updated address/contact information on returned patient billing statements
• Performs 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 (or equivalent education, training or experience)
• Must be 18 years of age OR older
• 2+ years of experience working with third party billing practices 
• Knowledge of medical terminology
• Ability to work full-time Monday - Friday. Employees are required to have flexibility to work any of our shift schedules during our normal business hours of 8:00am - 4:30pm EST. It may be necessary, given the business need, to work occasional overtime

Preferred Qualifications:

• Experience with physician's billing 
• Knowledge of ICD-10, CPT-4 and HCPCS coding

Telecommuting Requirements:

• Reside within the state of Massachusetts
• Ability to keep all company sen