Customer Service Representative - Billing II

Quest Diagnostics•Clifton, NJ

1d•Onsite

About The Position

As a Customer Service Rep- Billing II, 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. 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

2 or more years related customer service excellence experience in healthcare-related field.
Experience delivering complex customer service excellence and achieving productivity/accuracy/quality standards
Knowledge of billing/finance and eligibility processes, practices, and concepts
Good performance & productivity, good attendance, good conduct, good teamwork.
Typically, cross trained in 2 or more moderately complex areas with demonstrated skills in each.
Prefer good digital skills computer (Outlook & Excel), phone systems, chat, automation, and AI.
Embrace and thrive in an environment of continuous improvement, innovation, and leveraging digital.
High school diploma, GED (or higher) (Required)

Nice To Haves

Previous customer service experience in a professional office setting

Responsibilities

Make out-bound calls to clients, 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 internal and external mailboxes
Perform all aspects of research needed to take place for accurate billing resolution which includes but is not limited to, reviewing account activity and previous notes in billing system.
Be the liaison for having direct contact with clients, Quest labs, Accounts Payable, and local Quest standard business units and Quest non-standard business units on behalf of clients with billing issues
Work directly with the ES Business Unit to educate them on billing practices and protocols for accurate communication to clients
Thorough navigation of both Quest Billing System and the Billing Web is needed to handle requests
Ensure accurate follow-up is being handled outside the team
Follow Quest guidelines and SOP’s

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