Customer Service Representative - Billing II

Quest Diagnostics•Clifton, NJ

1d•Remote

About The Position

As a Billing Customer Service Representative, you'll provide our members with the information they need to make better decisions about their health, helping them get access to the right care the first time. Every day, you'll provide compassionate and empathetic support to 50 to 70 callers providing guidance, support, and resolution for escalated issues. This is no small opportunity. This is where you can bring your compassion for others while building your career. The successful candidate must be able to work the following hours and schedule: A full-time, Monday - Friday work schedule with a daily 9-hour shift, including breaks and lunch. You must be able to work between the hours of 8:30 AM and 8:00 PM, all ET. After training concludes, you will be assigned a regular schedule with 9-hour shifts between the hours of 8:30 AM to 8:00 PM, based on business necessity. You must be able to fully attend our training program. Successful candidates are expected to attend all trainings during our initial training program, for the first 90 days of employment. Training hours are 8:30 AM to 5:00 PM (Phase I) and 9:00 AM to 5:30 PM (Phase II). This position is full-time (40 hours/week) Monday – Friday. The shift is as follows: Virtual Instructor-Led Training (approximately 6 weeks): 8:30 AM to 5:00 PM On-the-Job-Training (OJT) Training (approximately 90 days): 9:00 AM – 5:30 PM Deployment to full-time position: the nationwide call center is open from 8:30 AM – 8:00 PM. To meet the needs of the business during operating hours, we have four shifts. After successful completion of training, based on business need, one of the following shifts will be assigned to you: 8:30 AM – 5:00 PM 9:30 AM – 6:00 PM 10:30 AM – 7:00 PM 11:30 AM – 8:00 PM You also may be required, given the business need, to work occasional overtime. This role is equally challenging and rewarding. You'll be on the phone for long periods of time and encounter all types of communication styles and personalities as you help resolve conflicts or issues. You'll deal with stressful situations and resolve complex health care concerns in a positive, simplified manner so that callers fully understand their health care plans and solutions. Demonstrates skill and passion to deliver exceptional and consistent customer experience of a moderate complexity, while utilizing multiple customer communication channels, which may include voice, mail, email, chat, AI related inquiries, etc.

Requirements

2 or more years related customer service excellence experience in healthcare-related field.
Experience delivering complex customer service excellence and achieving productivity/accuracy/quality standards
Consistent exceptional customer service, accuracy and quality focus required.
Ability to work any eight-hour shift between Monday-Friday, from 8:30am – 8:00pm ET. Specific shift will be assigned after training ends.
Knowledge of billing/finance and eligibility processes, practices, and concepts
Good performance & productivity, good attendance, good conduct, good teamwork.
Typically, cross trained in 2 or more moderately complex areas with demonstrated skills in each.
Prefer good digital skills computer (Outlook & Excel), phone systems, chat, automation, and AI.
Embrace and thrive in an environment of continuous improvement, innovation, and leveraging digital.
High school diploma, GED (or higher) (Required)

Nice To Haves

Bilingual - English/Spanish

Responsibilities

Supports assigned client group(s) performing moderate complexity health related customer excellence activities.
Typically makes moderate complexity, inbound and outbound, health related customer calls following set scripts, procedures.
Maintains complete customer/patient confidentiality for all health, personal and other customer information.
Provides professional, respectful, customer excellence.
Demonstrates caring and empathy when delivering sensitive health information.
Effectively respond to all customer inquiries received by various digital methods including telephone, fax, email chat regarding reporting of patient results, inquiries of tests and services, concerns of service failures and other duties needed to provide superior service.

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