Customer Service Representative - Billing II
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 support to as many as 70 callers a day, providing guidance and resolving escalated issues. The role involves extended periods on the phone, communicating with callers with different styles and personalities, and resolving conflicts and complex healthcare concerns in a positive, straightforward manner so callers understand their healthcare plans and solutions. 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 AM and 8:00 PM ET and are assigned after training based on business needs. Candidates must attend the full-time training program without absences. Occasional overtime may be required. The listed pay range starts at $20.00 per hour; eligible candidates may also receive annual performance bonus compensation.
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 healthcare setting analyzing and resolving customer healthcare concerns.
- Knowledge of healthcare claims billing and finance, eligibility processes, practices, and concepts.
- Ability to translate healthcare terminology and complex processes into simple, actionable step-by-step instructions.
- Proficiency using computers and Windows PC applications, with the ability to navigate and learn new and complex computer applications.
- Ability to work an assigned nine-hour shift, including breaks and lunch, Monday through Friday between 8:30 AM and 8:00 PM 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.
- Must have a high school diploma or GED.
Nice To Haves
- Bilingual English and Spanish.
Responsibilities
- Answer a high volume of calls from patients or their representatives and address billing inquiries, including explaining medical terminology in easy-to-understand language.
- 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 as needed by the business.
- Maintain compliance with all applicable regulations, including HIPAA.
Benefits
- Medical, supplemental health, dental, and vision benefits for full-time employees working 30 or more hours.
- Well-being programs.
- Annual no-cost health assessment through 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.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
