Customer Service Representative - Billing II

Quest Diagnostics•Dallas, TX

About The Position

As a Billing Customer Service Representative, you will help members make informed health care decisions and access appropriate care by providing compassionate support and resolving billing concerns. You may handle up to 70 callers daily, including escalated issues, complex billing questions, complaints, and stressful situations. The role involves extended periods on the phone and communicating with people who have varied communication styles. You will explain medical terminology and health care plans in clear, practical language. The role requires a full-time Monday–Friday schedule totaling 40 hours per week. Shifts are nine hours, including breaks and lunch, and fall between 8:30 AM and 8:00 PM ET. The specific regular shift is assigned after training based on business needs. Candidates must attend the full training program without absences and may occasionally be required to work overtime. The listed pay range starts at $20.00 per hour. Annual performance bonus compensation may be available to eligible candidates.

Requirements

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 explain health care terminology and complex processes in simple, step-by-step instructions.
Proficiency using computers and Windows PC applications, including the ability to learn and navigate 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 the full-time training period without absences.
Ability to work independently and be accountable.
Strong listening skills and ability to collect relevant information, build rapport, and respond compassionately to customers.
Conflict management skills, including the ability to resolve stressful situations.
Must be at least 18 years old.
High school graduate or GED.

Nice To Haves

Bilingual in English and Spanish.

Responsibilities

Answer a high volume of calls from patients or their representatives and address all aspects of billing inquiries.
Translate medical terminology and billing information into clear, easy-to-understand explanations.
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 as required by business needs.
Maintain compliance with HIPAA and other applicable 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 a buy-up option.
Flexible Spending Accounts.
Matching gifts program.
Education assistance through MyQuest for Education.
Career advancement opportunities.
Potential annual performance bonus compensation for eligible candidates.