Customer Service Representative II - Bilingual (English/Spanish)

Quest Diagnostics•San Antonio, TX

About The Position

As a Billing Customer Service Representative, you will help members make informed health care decisions by providing compassionate, empathetic support and guidance. You may handle up to 70 callers daily, including escalated issues, complex billing concerns, and customer complaints. The role involves explaining health care plans, medical terminology, billing processes, and solutions in clear, accessible language while working to resolve callers’ concerns fully. The position requires extended periods on the phone and handling stressful situations, differing communication styles, and complex health care concerns. Training starts January 11th; full-time attendance with no absences is required throughout the training program. The regular schedule is Monday through Friday, with nine-hour shifts assigned after training based on business needs. Shifts fall between 8:30 AM and 8:00 PM ET, and occasional overtime may be required. The pay range starts at $20.00 per hour, and eligible employees may receive annual performance bonus compensation.

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.
Proficiency translating health care jargon and complex processes into simple, actionable instructions.
Demonstrated ability to use computers and Windows PC applications, including navigating and learning new and complex computer systems.
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 full-time training with no absences.
Ability to be accountable and work independently.
Demonstrated ability to listen skillfully, gather relevant information, build rapport, and respond compassionately to customers.
Proficient 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 and complex billing or health care processes 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 all applicable requirements, including HIPAA 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.
Eligible employees may receive annual performance bonus compensation.