Customer Service Representative - Billing II

Quest Diagnostics•West Hills, CA

1d•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. 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

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
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 to 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

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 to 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