Customer Care Representative II

Quest Diagnostics•Tampa, FL

About The Position

As a Billing Customer Service Representative, you will provide members with information to help them make decisions about their health and access appropriate care. You will support up to 70 callers daily, offering compassionate guidance and resolving escalated issues. The role involves handling calls for extended periods, interacting with a range of communication styles, resolving conflicts, and explaining complex health care concerns and solutions clearly. The position requires full-time attendance during training with no absences. The regular schedule is Monday through Friday, 40 hours per week, with nine-hour shifts including breaks and lunch. Shifts are assigned after training based on business needs and fall between 8:30 a.m. and 8:00 p.m. ET. Occasional overtime may be required. The starting pay is $20.00 or more per hour; eligible candidates may also receive annual performance bonus compensation.

Requirements

At least 1 year of experience working in a call center handling a high volume of inbound calls.
At least 1 year of experience in a medical office or health care setting analyzing and resolving customer health care concerns.
Knowledge of healthcare claims billing and finance, eligibility processes, practices, and concepts.
Proficiency translating health care jargon and complex processes into simple, actionable instructions.
Demonstrated ability to use computers and Windows PC applications, including navigating and learning complex computer systems.
Ability to work a nine-hour shift, including breaks and lunch, Monday through Friday, between 8:30 a.m. and 8:00 p.m. ET; the specific shift is assigned after training.
Ability to attend the full-time training program without absences.
Ability to be accountable and work independently.
Demonstrated listening skills, ability to collect relevant information, build rapport, and respond compassionately to customers.
Proficient conflict-management skills, including the ability to resolve stressful situations.
Must be at least 18 years old.
Must be a high school graduate or have a GED.

Nice To Haves

Bilingual in English and Spanish.

Responsibilities

Answer a high volume of calls from patients or their representatives and address billing inquiries, including translating medical terminology into understandable information.
Research, troubleshoot, and resolve complex billing issues and customer complaints, taking steps to ensure full resolution.
Navigate the Quest Billing System and other applicable applications.
Maintain a tracking log of patient contacts.
Perform additional projects or tasks as business needs require.
Maintain compliance with HIPAA regulations at all times.

Benefits

Day 1 medical, supplemental health, dental, and vision benefits for full-time employees working 30 or more hours.
Well-being programs.
Annual no-cost health assessment program.
Blueprint for Wellness® healthyMINDS mental health program.
Vacation and Health/Flex Time.
Six holidays plus one “MyDay” off.
FinFit financial coaching and services.
401(k) pre-tax and/or Roth IRA with company match up to 5% after 12 months of service.
Employee stock purchase plan.
Life and disability insurance, with a buy-up option.
Flexible Spending Accounts.
Matching gifts program.
Education assistance through MyQuest for Education.
Career advancement opportunities.
Potential annual performance bonus compensation.