Associate Product Specialist

UnitedHealth Group is the most diversified health care company in the United States and a leader worldwide in helping people live healthier lives and helping to make the health system work better for everyone.

• Responsible for providing level 2 support to our internal and external clients for our billing products
• Respond to standard support requests coming from level 1 team and other functional groups
• Use pertinent data and facts to identify and solve a range of problems within area of expertise
• Provide explanations and interpretations within area of expertise for clear and concise communication back to clients
• Will prioritize and organize own work to meet deadlines
• Functional skills: Analyze and Drive Resolution of Client Problems/Issues
• Gather appropriate information and perform initial problem investigation to determine scope and depth of problem
• Identify and communicate steps/solutions to client problems/issues using established guidelines where available
• Ensure proper documentation of client problem/issue (research conducted, steps required)
• Provide Support for Applicable Products: Demonstrate knowledge of applicable industry regulations/standards (CPT/HCPC Codes, ICD9/10, UB04, 1500, 837, Revenue Cycle)
• Perform product testing where needed; Adhere to quality standards, call quality, incident/work order quality
• Client Relationship Responsibilities:
  • Develop and sustain productive relationship with clients
  • Manage client conversations appropriately (provide a good first impression, demonstrate confidence, defuse frustration)
  • Apply knowledge of applicable Service Level Agreement (SLA’s) when interacting with clients
  • Maintain ongoing communication with client during resolution process/communicating updates
  • Knowledge Resource: Create and maintain documentation (troubleshooting guides and how to knowledgebase)
  • Identify and communicate needed product documentation changes to appropriate internal functional teams (Product/QA Team)

Demonstrated Skills:

• Demonstrated ability to manage and prioritize deliverables
• Proven organizational skills with ability to be flexible and work with ambiguity
• Self-motivated, team oriented, client service focused, relationship building skills, accuracy, attention to detail
• Problem solving skills/solution oriented

Required Qualifications:

• Bachelor's degree or equivalent experience
• 3 years of client relationship and/or product/software support experience within a matrix organization
• 1 years of experience with medical claims data and payer regulations
• 3 years of professional writing and editing experience
• 2 years of experience understanding of medical business office operations and/or billing operations for a provider or a hospital
• Microsoft Office Suites proficiency within Excel and Word (creating and editing)

Preferred Qualifications:

• Understanding of medical revenue life cycles
• Level 2 software support experience
• Medical Coding/Billing knowledge is helpful
• SQL database query knowledge
• Microsoft Access knowledge
• Healthcare experience