Customer Service Representative - Billing II

Quest Diagnostics is seeking a Customer Service Representative - Billing II to provide compassionate support to patients and their representatives regarding healthcare billing inquiries. The role involves handling high call volumes, resolving complex billing issues and complaints, explaining medical terminology and healthcare processes, and maintaining 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:

• 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
• Must be 18 years or older
• Must be a high-school graduate or have a GED
• Bi-lingual, English and Spanish