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Call Center Rep

2 months ago

West Des Moines, United States UnityPoint Health Full time

Overview

We're seeking a Customer Service Disputes Agent to join our team This role is part of the call center team and acts as a main contact for billing disputes from patients, guarantors, affiliates and external agencies. The disputes may include but are not limited to de-escalating patient billing disputes, resolving insurance processing issues, patient care concerns, investigating services performed, coding reviews and collecting self-pay accounts receivable.

Commitment to our Team – For the third consecutive year, we're proud to be recognized as a Top 150 Place to Work in Healthcare 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. 

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 COVID-19 vaccine, and at this time, UnityPoint Health – Meriter requires Covid-19 vaccination or an approved exemption. 

Responsibilities

What You'll Do:

The agent is responsible for understanding the patient accounting operations and policies/procedures of each affiliate and utilizing appropriate Central Billing Office (CBO) resources to resolve account questions. Agents are to be professional and courteous at all times, creating a positive image for UnityPoint Health and following our FOCUS values, work as a team player supporting our vendors and UnityPoint staff to complete all tasks in the most efficient manner.

Qualifications

What You'll Need:

Education:

Required:

High School Diploma or Equivalent

Education: 

Required:

A minimum of 2 years' experience in a customer service call center environment. A minimum of 2 years' medical billing experience.

Preferred:

Data entry skill level- minimum of 40-50 words per minute. Bi-lingual Prior experience in a third-party collection or medical collections and knowledge of industry terminology, principles and procedures is highly preferred.

Knowledge/Skills/Abilities:

Ability to use de-escalation practices for escalated disputes. Ability to understand and apply guidelines, policies and procedures. Must possess the ability to read, write and communicate in English. Ability to communicate effectively both verbally and in writing.

Interpersonal skills

Basic computer skills

Motivation Teamwork Customer/Patient focused Professionalism

Strong organizational skills

Requires knowledge of state and federal healthcare laws and regulations.

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.