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 provide compassionate and empathetic support to as many as 70 callers per day, offering guidance and resolution for escalated issues. The role involves extended periods on the phone, handling diverse communication styles, resolving conflicts and complex health care concerns, and explaining health care plans and solutions in a clear, accessible manner. The position is full-time, Monday through Friday, for 40 hours per week. Daily shifts are 8.5 hours, including breaks and lunch, and will be assigned after training based on business needs. Shifts fall between 8:30 AM and 8:00 PM ET. Candidates must attend the full-time training program without absences. Occasional overtime may be required based on business needs. The pay range starts at $17.20 per hour. Successful candidates may be eligible for annual performance bonus compensation. Salary offers consider relevant skills, training, experience, education, certifications where applicable, and market and organizational factors.
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-related jargon and complex processes into clear, step-by-step instructions customers can understand and act upon.
- Proficiency using computers and Windows PC applications, including the ability to navigate and learn new and complex computer applications.
- Ability to work an assigned shift between Monday and Friday, 8:30 AM–8:00 PM ET, after training.
- Ability to attend full-time training without absences.
- Ability to be accountable and work independently.
- Ability to listen skillfully, collect 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 billing inquiries, including translating medical terminology into understandable information.
- Research, troubleshoot, and resolve complex billing issues and customer complaints, taking steps to ensure complete 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.
- Maintain compliance with HIPAA 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 eligibility for 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
