Customer Care Representative II
About The Position
As a Billing Customer Service Representative, you will provide members with information to help them make better health care decisions and access appropriate care. You will offer compassionate support to as many as 70 callers daily, providing guidance and resolving escalated issues. The role involves extended periods on the phone, handling varied communication styles, resolving conflicts, and explaining complex health care concerns and solutions in a clear, positive manner so callers understand their health care plans. The position is full-time, Monday through Friday, for 40 hours per week. Shifts are nine hours, including breaks and lunch, and fall between 8:30 a.m. and 8:00 p.m. ET. A regular shift is assigned after training based on business needs. Candidates must attend the full-time training program without absences. Occasional overtime may be required. The role includes answering billing calls, researching and resolving complex billing issues and complaints, using the Quest Billing System and other applications, documenting patient contacts, and complying with HIPAA and other applicable regulations.
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 health care claims billing and finance, eligibility processes, practices, and concepts.
- Ability to translate health care terminology and complex processes into simple, actionable instructions.
- Proficiency with computers and Windows PC applications, including the ability to navigate and learn complex computer applications.
- Ability to work any 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 period without absences.
- Ability to be accountable and work independently.
- Ability to listen skillfully, gather relevant information, build rapport, and respond compassionately to customers.
- 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 high-volume calls from patients or their representatives and evaluate and respond to billing inquiries, 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 based on business needs.
- Maintain compliance with HIPAA and other applicable regulations.
Benefits
- Day-one medical, supplemental health, dental, and vision coverage for full-time employees working 30 or more hours.
- Well-being programs.
- Annual no-cost Blueprint for Wellness health assessment program.
- 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 eligibility for annual performance bonus compensation.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
