Customer Care Representative II - Bilingual (English/Spanish)

Schedule Requirements

• You must be able to fully attend our training program. Successful candidates must have the ability to commit to full-time attendance during training with no absences.
• A full-time, Monday - Friday (40 hours/week) work schedule with a daily 9-hour shift, including breaks and lunch. You must be able to work between the hours of 8:30 AM and 8:00 PM 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.
• After successful completion of training, you will be assigned to your 9-hour shift based on the needs of the business.
• 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.

Responsibilities

• Answer a high volume of calls from patients or their representatives, requiring you to evaluate and respond to all aspects of billing inquiries, including the ability to translate medical terminology into easy-to-understand information.
• 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

Qualifications

• Bi-lingual, English and Spanish.
• Must be 18 years or older.
• Must be a high-school graduate or have a GED.
• 1+ years of experience working in a call center handling a high volume of inbound calls.
• 1+ 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 training period with no absences.
• Ability to be accountable and work independently.
• 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.