Sr. Customer Service Representative - Billing (Bilingual - English/Spanish)

Quest Diagnostics•Charlotte, NC

1d•Remote

About The Position

As a Billing Customer Service Representative, you will provide members with information to help them make informed health decisions and access appropriate care. This role involves offering compassionate and empathetic support to 50 to 70 callers daily, guiding them, and resolving escalated issues. It is a challenging yet rewarding position where you will be on the phone for extended periods, encountering various communication styles and personalities. You will be responsible for resolving conflicts and complex healthcare concerns in a positive and simplified manner, ensuring callers fully understand their health care plans and solutions. The position is full-time, Monday through Friday, with a daily 9-hour shift between 8:30 AM and 8:00 PM ET, including breaks and lunch. A mandatory 90-day training program is required, with specific hours for virtual instructor-led training and on-the-job training.

Requirements

High School Diploma / GED (or higher)
Bi-lingual, English and Spanish
2+ years of experience working in a call center handling a high volume of inbound calls
2+ years 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
Proficient in translating health care-related jargon and complex processes into simple, step-by-step instructions customers can understand and act upon
Demonstrated ability using computers and Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications
Ability to work any nine-hour shift, including breaks and lunches, between Monday-Friday, from 8:30 AM – 8:00 PM ET. Your specific shift will be assigned after training ends
Ability to commit to full-time attendance during the 90-day training period (9:00 AM-5:30 PM ET), with no absences
Demonstrated ability to listen skillfully, collect relevant information, build rapport, and respond to customers in a compassionate manner
Proficient conflict management skills including the ability to resolve stressful situations
Must be 18 years or older

Responsibilities

Answer a high volume of calls from patients or their representative, regarding patient bill balances, payment plans, credit card payments, patient pricing, rebilling insurance companies and general customer concerns
Evaluate and respond to all aspects of billing inquiries, including but not limited to billing insurances, and updating invoices
Research, troubleshoot and resolve complex billing issues and customer complaints, taking all steps to resolve and ensure full resolution
Thorough navigation of the Quest Billing System and other applicable applications
Maintain tracking log of all patient contacts
Ability to perform additional projects or tasks based on business need
Maintain all compliance and HIPAA regulations at all times

Benefits

Day 1 Medical, supplemental health, dental & vision for FT employees who work 30+ hours
Best-in-class well-being programs
Annual, no-cost health assessment program
Blueprint for Wellness® healthyMINDS mental health program
Vacation and Health/Flex Time
6 Holidays plus 1 "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, plus buy-up option
Flexible Spending Accounts
Annual incentive plans
Matching gifts program
Education assistance through MyQuest for Education
Career advancement opportunities and so much more!