Call Center Rep

Overview

We are hiring for a Customer Service Phone Agent! This role will act as the main contact for patients, guarantors, affiliates, and external agencies for resolving insurance issues and collecting self-pay accounts receivable. The agent is responsible for understanding the patient accounting operations and systems of each affiliate and utilizing appropriate CBO services to resolve accounts. Agents are to be professional and courteous at all times, creating a positive image for UnityPoint Health and work as a team player supporting other phone agents and CBO staff to complete all tasks in the most efficient manner.

This position is open to remote/work from home with strong preference for candidates residing within the UPH geographies of Iowa, Illinois, & Wisconsin.

Why UnityPoint Health?

• Commitment to our Team

• We've been named a Top 150 Place to Work in Healthcare 2022 by Becker's Healthcare for our commitment to our team members.

• Culture

• At UnityPoint Health, you matter. Come for a fulfilling career and experience a culture guided by uncompromising values and unwavering belief in doing what's right for the people we serve.

• Benefits

• Our competitive Total Rewards program offers benefits options that align with your needs and priorities, no matter what life stage you're in.

• Diversity, Equity and Inclusion Commitment

• We're committed to ensuring you have a voice that is heard regardless of role, race, gender, religion, or sexual orientation.

• Development

• We believe equipping you with support and development opportunities is an essential part of delivering a remarkable employment experience.

• Community Involvement

• Be an essential part of our core purpose-to improve the health of the people and communities we serve.

Visit us at UnityPoint.org/careers to hear more from our team members about why UnityPoint Health is a great place to work. https://dayinthelife.unitypoint.org/

What are team member vaccine requirements?

As part of keeping our communities safe and healthy, all team members must be vaccinated for influenza and Tdap, provide proof of immunity to MMR and varicella, and be tested for tuberculosis.  New hires must submit proof of vaccination or an approved exemption to begin work. If you have questions, please contact a recruiter or ask at any time during the interview process. UPH strongly recommends that all team members receive the updated 2023-2024 COVID-19 vaccine, and at this time, UnityPoint Health

• Meriter requires Covid-19 vaccination or an approved exemption.

Responsibilities

Essential Functions & Responsibilities

• Answer the inbound telephone, including transfers from Avadyne, applying knowledge and understanding of individual customer accounts to efficiently and effectively handle account balance inquiries, resolve problems, billing disputes, and other issues as needed to provide quality customer service.

• Identifies problems and work with appropriate team members to correct the errors in a timely manner and forwarding to Guest Relations as appropriate.

• Ensure daily productivity standards of calls and assigned accounts are met.

• Ability to organize and prioritize, with appropriate filler work between calls.

• Models respectful and responsible behavior and attitude

• Documents all phone conversations, payment arrangements, and collection activities following state and federal regulations maintaining compliance with UnityPoint Health policies and procedures.

• Share responsibility through timely communication of identified problems to assure proper follow up is completed to expedite resolution of patient accounts.

• Work in a fast paced call center environment with strict adherence to HIPAA, FDCPA and other State and Federal laws and regulations.

• Practicing and ensuring compliance with UnityPoint Health policies and procedures.

• Maintain regular and consistent attendance at work.

• Adhere to all UnityPoint Health Personnel policies and procedures and Safety guidelines.

• Behave in a manner consistent with all Corporate Compliance policies and procedures.

• Perform other duties as assigned.

Qualifications

Education:

• Required: High School Diploma/GED

Experience:

• Required: At least 1 year of customer service call center or collections experience.

• Required: Understanding insurance denials; ability to read a remit and handle escalated situations.

• Preferred: Prior experience in third party collection and or medical collections, and knowledge of industry terminology, principles and procedures.

Knowledge/Skills/Abilities:

• Past demonstration of reliability, dependability and competency

• Data entry skill level - minimum of 40-50 WPM preferred

• Must possess the ability to read, write, and communicate in English

• Excellent written and oral communication skills

• Ability to communicate effectively both verbally and in writing.

• Strong attention to detail and accuracy.

• Ability to learn and master multiple computer and phone systems quickly.

• Requires highly developed communication skills to effectively work with all levels of management throughout the UnityPoint Health, its subsidiaries and affiliates.

• Excellent academic credentials with a track record of professional accomplishments, which demonstrate superior performance, leadership and vision.

• Possesses excellent written and verbal communications.

• Ability to work as a team member, creating and maintaining effective working relationships.

• Ability to understand and apply guidelines, policies and procedures.

• Remote: Yes;

• Area of Interest: Patient Services;

• FTE/Hours per pay period: 1.0;

• Department: CBO- Single Billing Office;

• Shift: Monday-Friday, Days;

• Job ID: 146525;