Customer Service Representative - Billing II

Quest Diagnostics is a healthcare diagnostics company providing laboratory and related health services. The Customer Service Representative - Billing II will support patients and their representatives by handling high-volume billing inquiries, explaining healthcare information, and resolving complex billing issues and complaints. The role also involves navigating billing systems, maintaining contact records, and ensuring compliance with HIPAA regulations.

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

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. 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