Patient Collections Billing Team Lead

Billing Department Supervisor

This position follows office-based schedule with two in-office days per week. Our office is located at 228 Billerica Road Chelmsford, MA 01824.

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.

Under general supervisor of the Billing Supervisor or Manager, coordinates and performs the daily operations of the billing department. Responsible for the registration, self-pay collections and billing call center functions. Performs various work to ensure that organizational financial and customer service goals are achieved. A resource for patients, staff, health, other practice staff and health plan representatives related to business and financial policies and procedures.

This position is full-time, Monday - Friday. Employees are required to work an 8-hour shift schedule during our normal business hours of 8:00 am - 4:30 pm, 2 in office days and 3 from home. It may be necessary, given the business need, to work occasional overtime.

We offer up to 12 weeks of paid training. The hours during training will be aligned with your schedule. Training will be conducted onsite.

Primary Responsibilities:

• Implements operational procedures and systems in accordance with established guidelines ensuring customer service and business needs are met. May implement minor modifications to standard procedures. Reviews exceptions and changes with supervisor. Monitors staff understanding of current procedures and ensures procedures are implemented correctly
• Distributes work according to ever changing daily, weekly and monthly business needs. Monitors that work is completed as assigned and re-directs staff as needed. Monitors call center phone queues to ensure that calls are being handled according to standards
• Maintains a high level of competence in assigned functions within the medical billing department including registration, self-pay collections and call center operations
• Proficiently processes all assigned registration and billing office work queues including patient, charge, account, and credit work queues
• Assigned to process complex or multifactorial work queues. Handles special assignment requests from third parties and customers including tracking and managing reconciliation data and data analysis as needed
• Investigates more complex inquiries and issues that involves outreach to patients, health plans, third party entities and internal practice staff. Provides feedback to staff and supervisor to promote understanding and learning for all staff
• Is the point person for patient inquiries, problems and complaints and handles escalated matters to closure
• Provides feedback to staff as needed to reduce errors and meet financial targets, performance goals and customer service standards. Performs corrections and provides feedback to staff as assigned
• Monitors routine data and information flow for the unit and notifies supervisor of any deviations. This includes and not limited to cash and payment batch reconciliation, daily and monthly work queue completion
• May collect data for use in the management decision-making process. Completes standard reports required for the management of the unit
• Performs other duties as assigned

Supervisory Responsibilities:

• Directs and monitors work for mid-size group (typically around 10 employees). Provides direction and support to staff to assure departmental effectiveness and efficiency. Orients and trains staff. Provides input into evaluating performance. Functions as resource for other support members. Has assigned work and covers other staff assignments as needed to provide appropriate support of the department. Takes lead role in ensuring department workflow is of a high quality

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
• 2+ years of experience working with third party billing practices
• 1+ years of Supervisor / Team Lead / SME experience
• Experience with computers and Microsoft office products - Microsoft Excel, Microsoft Word, and Microsoft Outlook
• Ability to work full-time, Monday - Friday. Employees are required to work an 8-hour shift schedule during our normal business hours of 8:00 am - 4:00 pm, 2 in office days and 3 from home. It may be necessary, given the business need, to work occasional overtime.

Preferred Qualifications:

• Experience with physician's billing

Telecommuting Requirements:

• Reside within commutable distance to the office at 228 Billerica Road Chelmsford, MA 01824.
• 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:

• Proven outstanding customer service and excellent communication skills are necessary to interact with third party agents and patients both verbally and in writing
• Proven ability to work in a fast paced environment and flexibility in adapting to changes in policies, regulations and procedures
• Proven ability to use all electronic tools and applications relevant to the performance of the duties of the position, including but not limited to phone, keyboard, computer and computer applications
• Proven to perform all job functions in compliance with applicable federal, state, local and company policies and procedures

*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 $20.00 - $36.00 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.

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