Customer Service Representative II - Bilingual (English/Spanish)

Quest Diagnostics•Greensboro, NC

2d•$20

About The Position

As a Billing Customer Service Representative, you provide members with information to help them make health care decisions and access appropriate care. You offer compassionate, empathetic support to as many as 70 callers daily, providing guidance and resolving escalated issues. The role involves extended periods on the phone and interactions with callers who have varied communication styles and personalities. You help resolve conflicts and complex health care concerns, explaining plans and solutions in a clear, simplified manner. The position is full-time, Monday through Friday, for 40 hours per week. The daily shift is nine hours including breaks and lunch, scheduled between 8:30 AM and 8:00 PM ET. A regular shift is assigned after training based on business needs. Candidates must attend the full-time training program without absences. Occasional overtime may be required.

Requirements

Be bilingual in English and Spanish.
Be at least 18 years old.
Be a high-school graduate or have a GED.
Have at least 1 year of experience in a call center handling a high volume of inbound calls.
Have at least 1 year of experience in a medical office or health care setting analyzing and resolving customer health care concerns.
Have knowledge of health care claims billing and finance, eligibility processes, practices, and concepts.
Be proficient at translating health care terminology and complex processes into clear, step-by-step instructions customers can understand and act upon.
Demonstrate computer proficiency with Windows PC applications and the ability to navigate and learn complex computer applications.
Be able to work any nine-hour shift, including breaks and lunch, Monday through Friday between 8:30 AM and 8:00 PM ET; the specific shift is assigned after training.
Commit to full-time attendance during training with no absences.
Be accountable and able to work independently.
Demonstrate skilled listening, information gathering, rapport building, and compassionate customer responses.
Have proficient conflict-management skills, including the ability to resolve stressful situations.

Responsibilities

Answer high volumes of calls from patients or their representatives and address billing inquiries, including translating medical terminology into easy-to-understand information.
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 all patient contacts.
Perform additional projects or tasks based on business need.
Maintain compliance with all applicable regulations, including HIPAA.

Benefits

Day 1 medical, supplemental health, dental, and vision coverage for full-time employees who work 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 a buy-up option.
Flexible Spending Accounts.
Matching gifts program.
Education assistance through MyQuest for Education.
Career advancement opportunities.
Candidates may be eligible for annual performance bonus compensation.