Customer Service Representative - Billing II

Quest Diagnostics•Norristown, NJ

10h•$19 - $24•Hybrid

About The Position

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. You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear directions on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

Requirements

High School Diploma / GED or equivalent yrs of work experience
Must be 18 years or older
2+ years of customer service experience
Ability to work once a month onsite at 400 Egypt Rd Norristown, PA 19403
Ability to work full-time (40 hours/week) Monday - Friday. Employees are required to work an 8-hour shift schedule during our normal business hours of 8:30 am - 5:00 pm EST. It may be necessary, given the business need, to work occasional overtime.

Nice To Haves

Billing experience
Experience with Microsoft Office - Microsoft Word, Excel, PowerPoint, Outlook (ability to create, edit, save and send documents, spreadsheets, presentations and correspondence) and Microsoft Access (create, edit, format, manipulate data)
Advanced experience using Microsoft Excel, including knowledge in function capabilities, analysis, and creating formulas
Reside within commutable distance to the office at 400 Egypt Rd Norristown, PA 19403
Ability to keep all company sensitive documents secure (if applicable)
Required to have a dedicated work area established that is separated from other living areas and provides information privacy.
Must live in a location that can receive a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service.

Responsibilities

Answer high volume calls on an ACD line from clients, regarding disputes, credit card payments, pricing and other general concerns on a daily basis
Make out-bound calls to clients, Sales, Account Managers, Quest labs, and other internal customers with information to help escalate billing issues for a timely resolution
Develop and maintain productive relationships with customers (e.g., provide a good first impression, command attention and respect, maintain professional tone, demonstrate confidence, de-escalate/defuse customers as needed)
Manage internal customer service mailbox requests within 5-7 business days
Research and resolve correspondence from paper, fax, email or phone call
Work all correspondence batches in date order following the timeline for completion
Use effective communication within the team to ensure consistent coverage of duties such as, staffing for phones, adhering to set lunch schedule for phone coverage, and managing of internal and external mailboxes
Work directly with the Collection Coordinators to process adjustments, manual sales and refunds for accurate invoicing
Perform all aspects of research needed to take place for accurate billing resolution which includes but is not limited to, working mail returns, pulling chain of custody forms, requesting check pulls from Cash, reviewing account activity and previous notes in billing system.
Be the liaison for having direct contact with clients, Quest labs, Accounts Payable, Sales reps, Account Managers, local Quest standard business units and Quest non-standard business units on behalf of clients with billing issues
Thorough navigation of both Quest Billing System and the Billing Web is needed to handle requests
Ensure accurate follow-up is being made on the status of disputes being handled outside the team
Follow Quest and Optum 360’s guidelines and SOP’s
Follow Compliance and HIPAA regulations at all times
Assist Collectors and assisting with the collection of small balances
Maintain average speed of answer and backlog days for correspondence
Ability to meet production and quality standards set forth by the department

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
Annual incentive plans
Matching gifts program
Education assistance through MyQuest for Education
Career advancement opportunities
and so much more!