Quest DiagnosticsRemote
Sr. Customer Service Representative - Billing (Bilingual - English/Spanish)
United States of America
Full Time
14 hours ago
H1B Sponsor Likely
Key skills
Call center experienceMedical officehealthcare setting experienceHealthcare claims billingHealthcare financeEligibility processesComputer proficiencyWindows PC applicationsBilling system navigationRapport buildingCompassionBilingual communication EnglishBilingual communication SpanishListeningConflict managementBI
About this role
Quest Diagnostics is a leading provider of diagnostic information services, and they are seeking a Senior Customer Service Representative for their Billing department. In this role, you will provide compassionate support to callers, resolve complex billing issues, and ensure compliance with regulations.
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
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