Customer Service Representative - Billing II

Quest Diagnostics•West Norriton, PA

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 support up to 70 callers daily, offering compassionate guidance and resolving escalated issues. The role involves handling stressful situations, resolving conflicts and complex health care concerns, and explaining health care plans and solutions in a clear, simplified manner. The position requires full-time attendance throughout training, with no absences. The regular schedule is Monday through Friday, 40 hours per week, working 8.5-hour shifts (including breaks and lunch) scheduled between 8:30 AM and 8:00 PM ET. A regular shift will be assigned after training based on business needs. Occasional overtime may be required. The pay range starts at $17.20 per hour. Eligible candidates may also receive annual performance bonus compensation. Benefits and programs may vary according to position status and include health coverage, well-being programs, paid time off and holidays, retirement and stock purchase plans, insurance, flexible spending accounts, education assistance, and career advancement opportunities.

Requirements

Bilingual in English and Spanish.
Must be at least 18 years old.
High school graduate or GED.
At least 1 year of experience 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, finance, eligibility processes, practices, and concepts.
Ability to translate health care jargon and complex processes into clear, step-by-step instructions.
Computer proficiency, including Windows PC applications and the ability to navigate and learn complex computer systems.
Ability to work a 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 full-time training with no absences.
Ability to be accountable and work independently.
Skilled listening, information gathering, rapport building, and compassionate customer response.
Conflict-management skills, including the ability to resolve stressful situations.

Responsibilities

Answer a high volume of calls from patients or their representatives and address all aspects of billing inquiries.
Translate medical terminology into clear, 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 patient contacts.
Perform additional projects or tasks based on business needs.
Maintain compliance with HIPAA and other applicable regulations.
Provide compassionate support, build rapport, and help callers understand their health care plans and solutions.

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 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 buy-up option.
Flexible Spending Accounts.
Matching gifts program.
Education assistance through MyQuest for Education.
Career advancement opportunities.
Potential annual performance bonus compensation.