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

Quest Diagnostics•Dallas, TX

About The Position

As a Billing Customer Service Representative, you'll provide our members with the information they need to make better decisions about their health, helping them get access to the right care the first time. Every day, you'll provide compassionate and empathetic support to 50 to 70 callers providing guidance, support, and resolution for escalated issues. This is no small opportunity. This is where you can bring your compassion for others while building your career. The successful candidate must be able to work a full-time, Monday - Friday work schedule with a daily 9-hour shift, including breaks and lunch, between the hours of 8:30 AM and 8:00 PM, all ET. After training concludes, you will be assigned a regular schedule with 9-hour shifts between the hours of 8:30 AM to 8:00 PM, based on business necessity. You must be able to fully attend our training program. Successful candidates are expected to attend all trainings during our initial training program, for the first 90 days of employment. Training hours are 8:30 AM to 5:00 PM (Phase I) and 9:00 AM to 5:30 PM (Phase II). This position is full-time (40 hours/week) Monday – Friday. The shift is as follows: Virtual Instructor-Led Training (approximately 6 weeks): 8:30 AM to 5:00 PM, On-the-Job-Training (OJT) Training (approximately 90 days): 9:00 AM – 5:30 PM. Deployment to full-time position: the nationwide call center is open from 8:30 AM – 8:00 PM. To meet the needs of the business during operating hours, we have four shifts. After successful completion of training, based on business need, one of the following shifts will be assigned to you: 8:30 AM – 5:00 PM, 9:30 AM – 6:00 PM, 10:30 AM – 7:00 PM, 11:30 AM – 8:00 PM. You also may be required, given the business need, to work occasional overtime. This role is equally challenging and rewarding. You'll be on the phone for long periods of time and encounter all types of communication styles and personalities as you help resolve conflicts or issues. You'll deal with stressful situations and resolve complex health care concerns in a positive, simplified manner so that callers fully understand their health care plans and solutions.

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!