Customer Service Representative - Billing II
About The Position
As a Billing Customer Service Representative, provide members with information to help them make informed health decisions and access appropriate care. Deliver compassionate, empathetic 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, stressful situations, conflicts, and complex health care concerns, and explaining plans and solutions clearly. The position follows a full-time, Monday–Friday schedule of 40 hours per week, with a nine-hour daily shift including breaks and lunch. Shifts fall between 8:30 a.m. and 8:00 p.m. ET, and 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 pay range starts at $20.00 per hour; annual performance bonus compensation may be available. The stated start date is January 11th.
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.
- Ability to translate health care jargon and complex processes into simple, actionable, step-by-step instructions.
- Computer proficiency, including experience with Windows PC applications and the ability to navigate and learn complex computer applications.
- Ability to work an assigned nine-hour shift, including breaks and lunch, Monday through Friday between 8:30 a.m. and 8:00 p.m. ET.
- 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.
- High school graduate or GED.
Nice To Haves
- Bilingual in English and Spanish.
Responsibilities
- Answer high volumes of calls from patients or their representatives and address billing inquiries, including translating medical terminology into easy-to-understand 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 all patient contacts.
- Perform additional projects or tasks based on business needs.
- Comply with HIPAA and other applicable regulations at all times.
Benefits
- Day 1 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 buy-up option.
- Flexible Spending Accounts.
- Matching gifts program.
- Education assistance through MyQuest for Education.
- Career advancement opportunities.
- Potential 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
