Customer Service Representative - Billing II

Quest Diagnostics • West Hills, CA

6d • Remote

About The Position

As a Customer Service, Billing Representative, you will work by phone or correspondence to gather missing information to ensure proper billing to clients, patients, or third - party insurances. This is an excellent opportunity for someone with previous customer service experience in a professional office setting who is interested in moving into a new area while learning additional skills. You will leverage your skills and have the ability to: Demonstrate empathy and compassion to customers. Triage and handle escalated situations. Adapt to changes in a fast-paced environment. Develop and maintain client relationships.

Requirements

• High school diploma / GED
• 1+ year of experience running health insurance eligibility checks
• 1+ year of experience conducting health insurance eligibility checks using electronic verification systems & payer portals
• 1+ year of interpreting results to determine network status and coverage eligibility, including identifying discrepancies or issues in eligibility results
• Familiarity with computer and Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications and basic IT troubleshooting.
• Must have experience working with multiple applications at a time while assisting customers
• Must have experience with production/goal expectations
• Reside within Pacific Standard Time, Mountain Time, or Central Standard Time
• Ability to work Monday – Friday, 08:30AM – 05:00PM PST
• Must be 18 years or older

Nice To Haves

• 1+ years of call center or revenue cycle experience
• Medical terminology acumen and experience
• Billing experience and understands multiple billing requirements across various payers and states
• Knowledge of billing / finance and eligibility processes, practices and concepts
• Conducts data entry for completion of accessions using computer and Windows PC applications
• Proficient in translating health care - related jargon and complex processes into simple, step - by - step instructions customers can understand and act upon
• Ability multi - task and to understand multiple products and multiple levels of benefits within each product
• Previous work experience in a fast - paced environment requiring multi - tasking skills
• Ability to resolve calls, avoiding escalated complaints
• Ability to exhibit empathy and be courteous to callers
• Ability to triage and handle escalated situations
• Ability to work in a fast - paced environment
• Ability to adapt to changes
• Ability to develop and maintain client relationships
• Ability to work independently and as part of a team

Responsibilities

• Researches, obtains, and enters missing information / demographics for completion of accessions.
• Demonstrates competency in eligibility, billing and receivable systems and associated applications.
• Educates external customers on how to provide complete billing information and avoid additional contacts for information.
• Informs customers of billing problem / issue findings and resolution as appropriate.
• Makes outbound calls to clients, patients, carriers and / or any internal or external source as needed to obtain missing or additional information.
• Responds to account inquires through written correspondences.
• Handles sensitive client and patient interactions.
• Maintains timely, accurate documentation for all appropriate transactions.
• Generates and / or distributes reports and documentation to internal or external client to obtain missing information.
• Reports problems, errors, and denial trends to management including PHI breaches.
• Meets the performance goals established for the position in the areas of: efficiency, accuracy, quality, patient and client satisfaction and attendance.

Benefits

• Day 1 Medical, supplemental health, dental & vision for FT employees who work 30+ hours
• Best-in-class well-being programs
• Annual, no-cost health assessment program
• Blueprint for Wellness® healthyMINDS mental health program
• Vacation and Health/Flex Time
• 6 Holidays plus 1 "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, plus buy-up option
• Flexible Spending Accounts
• Matching gifts program
• Education assistance through MyQuest for Education
• Career advancement opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED