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  • Phoenix, AZ

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Collections Representative - Phoenix, AZ

UnitedHealth Group • Phoenix, AZ

Posted 11 days ago

Job Snapshot

Healthcare - Health Services
Health Care

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Job Description

It takes a special person to be effective in stressful situations. In fact, it takes a gifted, diplomatic and persistent person who can see past the challenge to a successful outcome. If that's you, get with us because this role at UnitedHealth Group is all about special. This function is responsible for insurance premium collections. Positions in this function contact customers to determine reason for payment delinquency. Negotiate and advise on collection of overdue bills and take appropriate action to recover overdue payments. Handles unresolved inquiries / issues. Responsible for developing, implementing, maintaining and managing organization policies on collection practices. May work with outside legal counsel and / or outside agencies in more complex collection cases.
This is a challenging role that requires providing best in class service to our customers during their times of difficulty. It's a fast - paced environment that requires focus and ability to multi - task throughout the day. This is a 40 hours, full time role working flexible shifts, sometimes including evenings or Saturdays. We require our employees to be flexible enough to work any shift, any day of the week during those hours.
Primary Responsibilities:
  • Create and distribute correspondence to customers (e.g., emails; dunning letters; system - generated letters; invoices) to inform them of needed actions (e.g., reminder of payment due; final demand for payment).
  • Communicate with external collection vendors to exchange information about actions being taken to collect on accounts.
  • Communicate with and / or prepare reports for internal partners (e.g., client management; controllers) to inform them of next steps regarding outstanding or past due balances.
  • Record correspondence information (e.g., dates; action taken) within relevant collection systems (e.g., PeopleSoft; GetPaid; GPS; Collections Softcall; eClinical Works).
  • Receive / make phone calls to customers using relevant systems (e.g., auto - dialer systems) to request payment for services.
  • Educate relevant internal and / or external stakeholders (e.g., plan members; physicians; hospital; government agency; pharmaceutical company) regarding plan features, operations, and procedures.
  • Manage delinquency suppressions for external customers to send accurate notifications and correspondence.
  • Communicate (e.g., emails; phone; written correspondence) potential solutions or available services to external customers.
  • Perform data queries using relevant systems (e.g., AccPac; Onyx; Salesforce; Phoenix; GPS; Collections Softcall) to identify applicable information (e.g., contracts; pre - sales information; legal notes; revenue notes).
  • Review account information in order to educate external customers regarding outstanding accounts / balances.
  • Gather relevant account information from internal stakeholders (e.g., initiating salesperson; billing person) to gain understanding of customers' obligations.
  • Evaluate account information (e.g., number of invoices; date past due; previous payment history; type of product; different contact; billing addresses) to determine payment issues and possible root causes.
  • Gather / research relevant customer information (e.g., financial situation; press releases; credit report) to identify potential payment issues and financial risks.
  • Demonstrate understanding of relevant software applications (e.g., Excel; Outlook; Access; Word).
  • Review data from call campaigns to identify successes and next steps - Identify and record potential bad debts that may require internal reserves.
  • Analyze information from applicable systems (e.g., accounting; credit; invoices; cash receipts) to reconcile accounts.
  • Evaluate current collections processes and procedures in order to identify opportunities for improvement.

Required Qualifications:
  • High School Diploma / GED (or higher)
  • Work Shift: Monday - Friday with occasional Saturdays. 8 hour shift between the hours of 6:30am - 5:30pm
  • 1+ year experience with Medicare or Medicare Advantage Plans
  • 2+ years experience in healthcare collections environment
Preferred Qualification:
  • Basic knowledge of UV92
Soft Skills:
  • Must be self-motivated and be detail – oriented
  • Excellent phone demeanor and assertive with customer service skills
  • Work independently, but be a team player
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.SM
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: Optum, Phoenix, AZ, collections, health care, Medicare, hospital
Job ID: 2551_801821
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