Sr. Customer Service Representative - Billing

Quest Diagnostics is a leading provider of diagnostic information services, and they are seeking a Senior Customer Service Representative for their billing department. The role involves delivering exceptional customer service through various communication channels while maintaining confidentiality and responding to health-related inquiries.

Responsibilities:

• Supports assigned client group(s) performing moderate complexity health related customer excellence activities
• Typically makes moderate complexity, inbound and outbound, health related customer calls following set scripts, procedures
• Maintains complete customer/patient confidentiality for all health, personal and other customer information
• Provides professional, respectful, customer excellence. Demonstrates caring and empathy when delivering sensitive health information
• Effectively respond to all customer inquiries received by various digital methods including telephone, fax, email chat regarding reporting of patient results, inquiries of tests and services, concerns of service failures and other duties needed to provide superior service

Requirements:

• 2 or more years related customer service excellence experience in healthcare-related field
• Experience delivering complex customer service excellence and achieving productivity/accuracy/quality standards
• Consistent exceptional customer service, accuracy and quality focus required
• Ability to work any eight-hour shift between Monday-Friday, from 8:30 AM - 8:00 PM ET. Specific shift will be assigned after training ends
• Knowledging of billing/finance and eligibility processes, practices, and concepts
• High school diploma, GED (or higher)
• Prefer good digital skills computer (Outlook & Excel), phone systems, chat, automation, and AI