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.

Location: Remote, applicants preferrably reside in the UPH geographical areas of Iowa, Illinois, or Wisconsin 

Hours: Monday-Friday, 8:00am-4:30pm

At UnityPoint Health, you matter. We’re proud to be recognized as a Top 150 Place to Work in Healthcare by Becker's Healthcare several years in a row for our commitment to our team members.  

Our competitive Total Rewards program offers benefits options that align with your needs and priorities, no matter what life stage you’re in.  Here are just a few:      

• Expect paid time off, parental leave, 401K matching and an employee recognition program.   

• Dental and health insurance, paid holidays, short and long-term disability and more. We even offer pet insurance for your four-legged family members.  

• Early access to earned wages with Daily Pay, tuition reimbursement to help further your career and adoption assistance to help you grow your family.   

With a collective goal to champion a culture of belonging where everyone feels valued and respected, we honor the ways people are unique and embrace what brings us together.   

And, we believe equipping you with support and development opportunities is a vital part of delivering an exceptional employment experience. 

Find a fulfilling career and make a difference with UnityPoint Health.

• Answer inbound telephone calls and dispute transfers from 3rd party vendors, apply knowledge and understanding of individual customer accounts, efficiently and effectively handle account balance inquiries, resolve billing questions and problems, billing disputes and other issues as needed to provide quality customer service
• Ability to communicate effectively and use de-escalation techniques with upset callers
• Ensure patient satisfaction by successfully resolving billing disputes and de-escalating upset callers, using one call resolution philosophy
• Ability to navigate through billing system and other tools to resolve billing questions
• Ability to investigate, explain and sustain valid charges to callers
• Understanding of general insurance practices including payments and denials
• Identify problems and work with appropriate team members within the organization to correct errors in a timely manner
• Forward care concerns to Guest Relations as appropriate
• Ability to organize and prioritize additional responsibilities between calls and complete follow up work or call backs in a timely fashion
• Models respectful and responsible behavior and attitude towards patients/callers and co-workers
• Documents all phone conversations, payment arrangements and collection activities following state and federal regulations, maintaining compliance with UnityPoint Health policies and procedures
• Ensure all steps taken are well documented for any additional follow up with the patient/caller
• Share responsibility through prompt 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 and other State and Federal laws and regulations for inbound and outbound calls
• Maintain call metrics and productivity

Education:

• High School diploma or equivalent

Experience:

• 2-3 years of experience in a customer service call center environment
• Ability to use de-escalation practices for escalated disputes
• Ability to communicate effectively both verbally and in writing