Customer Service Representative - Billing II (Bilingual - English/Spanish)

Quest Diagnostics is a leading provider of diagnostic information services. They are seeking a Billing Customer Service Representative to provide compassionate support to callers regarding their health care inquiries and billing issues. The role involves handling a high volume of calls, resolving complex billing inquiries, and maintaining 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