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Bilingual Senior Billing Representative - Quality Control - National Remote

Company: UnitedHealth Group
Location: Orlando
Posted on: November 26, 2022

Job Description:

You'll enjoy the flexibility to telecommute from anywhere within the U.S. as you take on some tough challenges.

Healthcare isn't just changing. It's growing more complex every day. ICD - 10 Coding replaces ICD - 9. Affordable Care adds new challenges and financial constraints. Where does it all lead? Hospitals and Healthcare organizations continue to adapt, and we are vital part of their evolution. And that's what fueled these exciting new opportunities.

Who are we? Optum360. We're a dynamic new partnership formed by Quest and Optum to combine our unique expertise. As part of the growing family of UnitedHealth Group, we'll leverage our compassion, our talent, our resources and experience to bring financial clarity and a full suite of Revenue Management services to Healthcare Providers, nationwide.

If you're looking for a better place to use your passion, your ideas and your desire to drive change, this is the place to be. It's an opportunity to do your life's best work. SM

The Senior Billing Representative Quality Control is a direct point of contact for management in providing agent quality assessment reviews. As the Senior Billing Representative Quality Control, you'll play a critical role in creating a quality experience that impacts the financial well-being of our patients. In an environment where the patient is at the center of everything we do, the Senior Quality Representative will directly support patient business operations by performing the following activities:

  • Customer service agent call monitoring QC assessments
  • Coordinate and maintain agent feedback documentation
  • Audit and administer quality control reporting for work completed in the department
  • Provide performance input to management team relative to agent quality assessments.
  • Perform ad hoc support duties at management discretion.

    Employees will have the flexibility to work an 8-hour shift Monday - Friday between 8:30 AM to 8:00 PM EST. It may be necessary, given the business need, to work occasional overtime or weekends. We offer paid training.

    All Telecommuters will be required to adhere to UnitedHealth Group's Telecommuter Policy.

    Primary Responsibilities:

    • Perform call monitoring QC of patient billing customer service agent calls.
    • Maintain quality control feedback assessment documentation for management.
    • Interact with management and trainers to maintain and revise call quality assessment protocol as needed to align with documented procedures and best practices.
    • Complete minimum agent call monitoring quotas and keep current with Quality monitoring per agent assessments.
    • Assists in documenting standard operating procedures and business rules for the department.
    • Maintain current knowledge of patient customer service operations.
    • Provides input and guidance to management and training team in order to ensure continuous improvement in processes.

      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 higher)
      • Ability to use a computer and Windows PC applications, which includes strong keyboard and navigation skills and ability to learn new computer programs
      • 1+ years of Medical billing experience
      • Bilingual in Spanish and English
      • Ability to work an 8 hour shift between 8:30am - 8:00pm EST, Monday - Friday including the flexibility to work occasional overtime per business need

        Preferred Qualifications:

        • Some College level classes / coursework (or higher)
        • 3+ years of experience in patient, client, or third-party insurance billing
        • Previous experience coaching and training a team in a collaborative environment
        • Previous call center experience in a medical billing environment
        • Laboratory billing experience
        • Quality control experience in a call center environment

          Telecommuting Requirements:

          • Required to have a dedicated work area established that is separated from other living areas and provides information privacy
          • Ability to keep all company sensitive documents secure (if applicable)
          • 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:

            • Previous work experience in a fast-paced environment requiring strong multi-tasking and problem-solving skills
            • Ability to adapt to changes
            • Ability to develop and maintain collaborative working relationships
            • Ability to provide constructive feedback that drive operational excellence

              UnitedHealth Group requires all new hires and employees to report their COVID-19 vaccination status.

              Military & Veterans find your next mission: We know your background and experience is different and we like that. UnitedHealth Group values the skills, experience and dedication that serving in the military demands. In fact, many of the values defined in the service mirror what the UnitedHealth Group culture holds true: Integrity, Compassion, Relationships, Innovation and Performance. Whether you are looking to transition from active duty to a civilian career, or are an experienced veteran or spouse, we want to help guide your career journey. Learn more at

              Learn how Teresa, a Senior Quality Analyst, works with military veterans and ensures they receive the best benefits and experience possible.

              Careers with Optum360. At Optum360, we're on the forefront of health care innovation. With health care costs and compliance pressures increasing every day, our employees are committed to making the financial side more efficient, transferable and sustainable for everyone. We're part of the Optum and UnitedHealth Group family of companies, making us part of a global effort to improve lives through better health care. In other words, it's a great time to be part of the Optum360 team. Take a closer look now and discover why a career here could be the start to doing your life's best work. SM

              Colorado, Connecticut, Nevada or New York City Residents Only: The salary range for Colorado residents is $18.17 - $32.26. The salary range for Connecticut / Nevada / New York City residents is $20.00 - $35.53. Pay is based on several factors including but not limited to education, work experience, certifications, etc. In addition to your salary, UnitedHealth Group offers 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 UnitedHealth Group, you'll find a far-reaching choice of benefits and incentives.

              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: UnitedHealth Group, Orlando , Bilingual Senior Billing Representative - Quality Control - National Remote, Other , Orlando, Florida

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