Customer Service Representative II - Bilingual (English/Spanish)
About The Position
As a Billing Customer Service Representative, you will help members make informed health care decisions by providing compassionate support, guidance, and resolution for billing questions and escalated issues. The role may involve assisting up to 70 callers daily and explaining health care plans, medical terminology, and complex processes in a clear, understandable way. This is a full-time, Monday–Friday position totaling 40 hours per week. Shifts are nine hours, including breaks and lunch, and fall between 8:30 AM and 8:00 PM ET. After training, a 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 position involves extended periods on the phone, handling varied communication styles, resolving conflicts, and addressing stressful or complex health care concerns. The role requires navigating billing and other computer applications, tracking patient contacts, and maintaining compliance with HIPAA and other applicable requirements. The listed pay is $20.00+ per hour; successful candidates may be eligible for an annual performance bonus.
Requirements
- Bilingual in English and Spanish.
- Must be at least 18 years old.
- High school graduate or GED.
- 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 health care claims billing and finance, eligibility processes, practices, and concepts.
- Ability to translate health care-related jargon and complex processes into simple, step-by-step instructions customers can understand and act upon.
- Computer proficiency, including Windows PC applications and the ability to navigate and learn new, complex computer system applications.
- Ability to work a 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.
- Demonstrated ability to listen skillfully, collect relevant information, build rapport, and respond compassionately to customers.
- 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, 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 needs.
- Maintain compliance with HIPAA and all other applicable regulations.
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.
- Annual performance bonus compensation may be available to successful candidates.
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What This Job Offers
Job Type
Full-time
Education Level
High school or GED
