Customer Service Representative II - Bilingual (English/Spanish)
Quest Diagnostics
Summary
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 up to 70 callers daily providing guidance, support, and resolution for escalated issues.
Job description
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.
Requirements
- 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.
- 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.
Benefits
- Medical, Dental & Vision
- Supplemental Health Insurance
- Well-being Programs
- Health Assessment Program
- Mental Health Program
- Vacation & Flex Time
- Paid Holidays
- Financial Coaching
- 401(k) Matching
- Roth IRA
- Employee Stock Purchase
- Life Insurance
- Disability Insurance
- Flexible Spending Accounts
- Matching Gifts
- Education Assistance
Company overview
Quest Diagnostics is a leading provider of diagnostic information services, operating one of the largest clinical laboratory networks in the United States. Founded in 1967 and headquartered in Secaucus, New Jersey, the company offers a comprehensive range of diagnostic testing services including routine blood tests, genetic testing, molecular diagnostics, and anatomic pathology. Quest serves approximately one-third of American adults and physicians annually through its network of approximately 2,250 patient service centers and extensive outreach operations. The company processes over 500,000 test requests daily, providing critical data that helps healthcare providers make informed decisions about patient care. Quest Diagnostics has been at the forefront of diagnostic innovation, developing advanced testing capabilities for cancer, cardiovascular disease, infectious diseases, and neurological disorders. The company plays a vital role in public health through its participation in disease surveillance and population health management initiatives.