Customer Service Representative II - Bilingual (English/Spanish)
About The Position
As a Bilingual (English/Spanish) Billing Customer Service Representative, you will help members make informed health decisions by providing compassionate support and guidance, handling up to 70 callers daily, and resolving escalated issues. The role involves explaining health care plans and solutions in clear, accessible language and resolving complex billing concerns and conflicts. The work can involve long periods on the phone and stressful situations. This is a full-time, Monday–Friday position working 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, the assigned regular shift will depend on business needs. Candidates must attend the full-time training program without absences. Occasional overtime may be required. Pay starts at $20.00 per hour. Salary offers consider factors such as relevant skills, training, experience, education, certifications, market conditions, and organizational factors. Successful candidates may be eligible for annual performance bonus compensation.
Requirements
- Bilingual in English and Spanish.
- Must be 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 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 jargon and complex processes into simple, step-by-step instructions customers can understand and act upon.
- Demonstrated ability to use computers and Windows PC applications, including navigating and learning new and 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.
- 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-volume 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.
- Maintain compliance with HIPAA regulations at all times.
Benefits
- Day 1 medical, supplemental health, dental, and vision benefits for full-time employees working 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.
- Potential eligibility for 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
