Bilingual Billing Care Specialist II

Quest Diagnostics; Phoenix (AZ); On-site; USD 23,000 - 28,000; Full time

Benefits offered by this job

Day 1 Medical, dental & vision for FT

Best-in-class well-being programs

Blueprint for Wellness

healthyMINDS mental health program

Vacation and Health/Flex Time

6 Holidays + 1 MyDay

401(k) with company match

Employee stock purchase plan

Life and disability insurance

Flexible Spending Accounts

Matching gifts program

Education assistance

Job summary

Quest Diagnostics is seeking a bilingual Billing Customer Service Representative to assist members with billing inquiries and healthcare information. You will handle up to 70 calls daily, translating medical terms into clear guidance and resolving issues with empathy.

The role emphasizes training, strict attendance, HIPAA compliance, and a stable full-time schedule across 9-hour shifts from 8:30 AM to 8:00 PM ET. Strong communication and problem-solving are essential.

Qualifications

• 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.

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

Skills

Bilingual English/Spanish

Call center experience

Healthcare billing knowledge

Excellent communication

HIPAA compliance

Education

High-school diploma or GED

Tools

Quest Billing System

Job description

Quest Diagnostics is seeking a bilingual Billing Customer Service Representative to assist members with billing inquiries and healthcare information. You will handle up to 70 calls daily, translating medical terms into clear guidance and resolving issues with empathy.

The role emphasizes training, strict attendance, HIPAA compliance, and a stable full-time schedule across 9-hour shifts from 8:30 AM to 8:00 PM ET. Strong communication and problem-solving are essential.