Call Center Disputes Agent

Overview

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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.

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Location: Remote, applicants preferably reside in the UnityPoint Health geography of Iowa, Illinois, or Wisconsin

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

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Why UnityPoint Health?

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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.  

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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:      

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• Expect paid time off, parental leave, 401K matching and an employee recognition program.   
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• Dental and health insurance, paid holidays, short and long-term disability and more. We even offer pet insurance for your four-legged family members.  
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• Early access to earned wages with Daily Pay, tuition reimbursement to help further your career and adoption assistance to help you grow your family.   
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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.   

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

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

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Responsibilities

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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.

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Qualifications

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Required:

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• High School Diploma or Equivalent
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• A minimum of 2 years' experience in a customer service call center environment.
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• A minimum of 2 years' medical billing experience.
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Preferred:

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

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

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• Basic computer skills

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• Motivation Teamwork Customer/Patient focused Professionalism

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• Strong organizational skills

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• Requires knowledge of state and federal healthcare laws and regulations.

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• Strong attention to detail and accuracy.

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• Ability to learn and master multiple computer and phone systems quickly.

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• Requires highly developed communication skills to effectively work with all levels of management throughout the UnityPoint Health, its subsidiaries and affiliates

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