Customer Service Representative - Billing II

Quest Diagnostics•Charlotte, NC

About The Position

As a Billing Customer Service Representative, you will provide members with information to help them make informed health decisions and access appropriate care. You will offer compassionate and empathetic support to as many as 70 callers daily, providing guidance and resolving escalated issues. The role involves extended periods on the phone, working with varied communication styles, resolving conflicts, and explaining complex health care concerns and plans in a clear, simplified manner. This is a full-time, Monday–Friday position scheduled for 40 hours per week. Shifts are nine hours, including breaks and lunch, and fall between 8:30 AM and 8:00 PM ET. The specific regular shift is assigned after training based on business needs. Full-time attendance with no absences is required during training, and occasional overtime may be required.

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 jargon and complex processes into simple, step-by-step instructions.
Proficiency using computers and Windows PC applications, including the ability to navigate and learn new, complex computer applications.
Ability to work any nine-hour shift, including breaks and lunch, Monday through Friday between 8:30 AM and 8:00 PM ET; the specific shift is assigned after training.
Ability to attend the full-time training period with no 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 a high volume of calls from patients or their representatives and address all aspects of 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 all applicable requirements, including HIPAA regulations.

Benefits

Day 1 medical, supplemental health, dental, and vision coverage for full-time employees who work 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 eligibility for annual performance bonus compensation.