Customer Service Representative II - Bilingual (English/Spanish)

Quest Diagnostics•Houston, TX

2d•$18 - $27

About The Position

As a Bilingual (English/Spanish) Billing Customer Service Representative, you will help members understand their health care and billing so they can make informed decisions and access appropriate care. You will provide compassionate support to as many as 70 callers daily, offering guidance and resolving escalated issues. The role involves handling complex health care concerns, conflict, and stressful interactions while explaining plans, billing, and solutions clearly. This is a full-time, Monday-through-Friday position requiring 40 hours per week. Daily shifts are nine hours, including breaks and lunch, and fall between 8:30 a.m. and 8:00 p.m. Eastern Time. The regular shift is assigned after training based on business needs. Candidates must attend training full-time without absences. Occasional overtime may be required. The listed pay range starts at $20.00 per hour. Candidates may also be eligible for an annual performance bonus. The start date is January 11th.

Requirements

Bilingual in English and Spanish.
Must be at least 18 years old.
High school graduate or GED.
At least one year of experience in a call center handling a high volume of inbound calls.
At least one 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 jargon and complex processes into simple, actionable step-by-step instructions.
Proficiency with computers and Windows PC applications, including the ability to navigate and learn 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 without absences.
Ability to be accountable and work independently.
Ability to listen skillfully, gather 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 assess and respond to billing inquiries, translating 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 patient contacts.
Perform additional projects or tasks based on business needs.
Maintain compliance with HIPAA and other applicable regulations.

Benefits

Day-one medical, supplemental health, dental, and vision coverage for full-time employees working 30 or more hours.
Well-being programs.
Annual no-cost Blueprint for Wellness health assessment.
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.