Customer Service Representative II - Bilingual (English/Spanish)

Quest Diagnostics•Las Vegas, NV

About The Position

As a Billing Customer Service Representative, you will help members make informed decisions about their health by providing compassionate support and guidance. You may handle up to 70 calls per day, including escalated issues, and will help callers understand their health care plans and resolve complex billing and health care concerns. The role involves extended periods on the phone and responding positively to stressful situations, conflicts, and varied communication styles. The position is full-time, Monday through Friday, for 40 hours per week. Shifts are nine hours, including breaks and lunch, and fall between 8:30 a.m. and 8:00 p.m. ET. A regular shift will be assigned after training based on business needs. Full-time attendance with no absences is required during training, and occasional overtime may be required. The stated start date is January 11th. Pay starts at $20.00 per hour; eligible candidates may also receive annual performance bonuses.

Requirements

Bilingual in English and Spanish.
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 healthcare claims billing/finance and eligibility processes, practices, and concepts.
Ability to translate health care-related terminology and complex processes into simple, step-by-step instructions.
Proficiency using computers and Windows PC applications, including the ability to navigate and learn new, complex computer applications.
Ability to work a nine-hour shift, including breaks and lunch, Monday through Friday between 8:30 a.m. and 8:00 p.m. ET; the specific shift is assigned after training.
Ability to attend the full-time training period with no 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 address all aspects of billing inquiries.
Translate medical terminology into clear, 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 regulations.

Benefits

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 buy-up option.
Flexible Spending Accounts.
Matching gifts program.
Education assistance through MyQuest for Education.
Career advancement opportunities.
Potential annual performance bonus compensation.