Business Office Customer Service Representative - Kelsey Seybold - Pearland Business Office - Hybrid

Under the supervision of the Customer Service Supervisor, the Business Office Customer Service Representative will answer patient telephone inquiries regarding patient accounts, including billing, insurance information, collection accounts, and general patient concerns. The role requires effective communication with both internal and external customers, including co‑workers, and the ability to provide clear, grammatically correct written responses to patient communications. Employees will collaborate with team leads and supervisors to address issues, identify problems, and ensure timely responses while documenting findings in the patient's account in accordance with department standards for quality and productivity.

The goal is to resolve patient inquiries in a single call whenever possible.

• High School diploma or GED from an accredited program
• 3+ years of experience in a healthcare call center or medical insurance environment
• Knowledge of insurance billing and KSC contracted health plans’ rules, regulations, and medical policies
• Basic knowledge of medical terminology, ICD‑10, and CPT coding
• Proven ability to navigate and use a variety of software applications and online resources
• Proven analytical skills to evaluate patient billing questions and resolve on the first call or route complex problems appropriately
• Excellent communication and telephone etiquette, problem‑solving, and active listening skills
• Clear and grammatically correct written communication

• Billing and coding certificate
• Computer skills including MS Word, Excel, and Epic Resolute
• Spanish fluency or bilingual ability

Pay ranges from $16 to $29 per hour based on full‑time employment. In addition to salary, the role includes a comprehensive benefits package, incentive and recognition programs, equity stock purchase, and 401(k) contribution. Benefits eligibility is subject to applicable eligibility requirements. The company complies with all minimum wage laws.

Equal Employment Opportunity:
Optum Care 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, veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.

Drug‑free workplace:
Candidates are required to pass a drug test before beginning employment.