Customer Service Representative II - Bilingual (English/Spanish)
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, empathetic support to as many as 70 callers daily, providing guidance and resolving escalated issues. The role involves extended periods on the phone, handling varied communication styles, resolving conflicts and complex healthcare concerns, and explaining health plans and solutions clearly. This is a full-time, Monday–Friday position totaling 40 hours per week. Shifts are nine hours, including breaks and lunch, and are scheduled between 8:30 AM and 8:00 PM ET. After training, your regular shift will be assigned based on business needs. Candidates must attend the full-time training program without absences. Occasional overtime may be required. The starting pay is $20.00+ per hour. 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
- Bilingual in English and Spanish.
- At least 18 years old.
- High school graduate or GED holder.
- 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 jargon and complex processes into simple, 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 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.
- Ability to attend the full-time training period 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.
Responsibilities
- Answer a high volume of calls from patients or their representatives and respond to 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 patient contacts.
- Perform additional projects or tasks based on business needs.
- Comply with HIPAA and other applicable 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 health assessment program, 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 a 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
Entry Level
Education Level
High school or GED
