Billing Supervisor

QUEST DIAGNOSTICS INC; West Norriton Township (PA); Hybrid; USD 48,000 - 58,000; Full time

Benefits offered by this job

Health insurance

401(k) with company match

Paid time off

Job summary

Quest Diagnostics Inc. seeks a Billing Supervisor - bilingual to lead a 15–18 agent call center, overseeing patient engagement, billing inquiries, and escalation handling.

The role is full-time, mostly remote with possible office visits; salary starts at $52,800 annually with potential performance bonuses.

Qualifications

• Bachelor’s degree or higher.
• Bilingual in Spanish and English with medical terminology.
• Experience leading a 15–18 agent call center team.
• Knowledge of HIPAA and healthcare privacy guidelines.
• Proficient in Microsoft Office applications.

Responsibilities

• Lead and mentor a team of 15–18 agents with performance management.
• Monitor call center metrics and ensure first-call resolutions.
• Handle escalations and provide coaching for complex inquiries.
• Ensure compliance with billing processes and privacy laws.
• Coordinate with cross-functional teams for issue resolution.

Skills

Team leadership

Call center management

Performance coaching

Bilingual English/Spanish

HIPAA knowledge

Education

Bachelor's degree

Tools

Microsoft Word

Microsoft Excel

Outlook

Teams

PowerPoint

Job description

Job Description

Billing Supervisor - Bilingual (English/Spanish) | Monday to Friday, flexible to work an 8-hour shift, between the hours of 8:30am – 8:00pm Eastern

Under the direction of the manager /director, as a Billing Customer Service Supervisor, you will lead day-to-day patient engagement, including overseeing and mentoring a team of call center agents, including team leadership and development, quality assurance, and performance management; operational management including driving department and team metrics, workforce adherence and service levels in real time; patient escalation handling, including the primary escalation point for unresolved patient complaints and complex inquiries; regulatory compliance, including adhering strictly to healthcare privacy laws like HIPPA and internal service standards; and cross-departmental collaboration to resolve inquiries from patients, physicians and insurance providers. This is no small opportunity. This is where you can bring your compassion for others while building your career.

The successful candidate must be able to work the following hours and schedule:

This position is full-time (40 hours per week) Monday – Friday, and must be flexible to work an 8-hour shift between 8:30am – 8:00pm Eastern. It may be necessary, given the business need, to work more than 40 hours during peak times of the year as well as possible weekends. This position is primarily remote, however, you may be needed go into the office/travel as needed for training, meetings, etc., depending on business needs.

Pay: $52,800+ per year

Salary offers are based on a wide range of factors including relevant skills, training, experience, education, and, where applicable, certifications obtained. Market and organizational factors are also considered. Successful candidates may be eligible to receive annual performance bonus compensation.

Benefits Information:

We are proud to offer best-in-class benefits and programs to support employees and their families in living healthy, happy lives. Our pay and benefit plans have been designed to promote employee health in all respects – physical, financial, and developmental. Depending on whether it is a part-time or full-time position, some of the benefits offered may include:

• Day 1 Medical, supplemental health, dental & vision for FT employees who work 30+ hours
• Best-in-class well-being programs
• Annual, no-cost health assessment program Blueprint for Wellness®
• healthyMINDS mental health program
• Vacation and Health/Flex Time
• 6 Holidays plus 1 'MyDay' off
• FinFit financial coaching and services
• 401(k) pre-tax and/or Roth IRA with company match up to 5% after 12 months of service
• Employee stock purchase plan
• Life and disability insurance, plus buy-up option
• Flexible Spending Accounts
• Matching gifts program
• Education assistance through MyQuest for Education
• Career advancement opportunities
• and so much more!

Responsibilities:

• Manage phone metrics and ensure team is handling calls with a focus on first call resolution.
• Work with Workforce Management ensuring all calls in queue have been answered and provide assistance to agents completing calls.
• Ensure best practices are followed to handle all call types related to bill balances, adjustments/refunds, payment plans, credit card payments, patient pricing, billing insurance, and other patient concerns.
• Work well with peers and be able to lead a team to successfully meet department metrics.
• Must be able to multi-task and ensure all deliverables are met timely.
• Ability to teach direct reports the functionality of the billing system and collection process.
• Ability to effectively handle escalated callers directly and/or coach agents and group leads to effectively handle escalated callers.
• Needs to be technically savvy and be able to lead the team on new and improved tools for better outcomes.
• Ability to research issues and provide guidance and feedback to the team to assist in resolving complex billing issues and customer complaints to ensure all steps are followed for full resolution.
• Manage attendance, leaves of absence and approve payroll timesheets in a timely manner.
• Provide development plans and engage team on performance management steps when required.
• Deliver timely coaching and performance reviews to staff.
• Must have excellent written and oral communication skills.
• Candidate must have excellent follow up skills.
• Manage and guide a team of approx. 15-18 representatives.

You will leverage your skills and have the ability to:

• Multi-task and work independently and as part of a team
• Demonstrate excellent communication, organization and problem solving
• Adapt to change in a fast-paced environment
• Joining a cross-functional focused team with many opportunities for cross-training and skill/career development
• You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

Preferred Qualification:

• Bilingual in Spanish and English and fluent with medical terminology in both languages.
• Bachelor’s degree or higher
• Knowledge and experience working in Microsoft applications (Word, Excel, Outlook, Teams and PowerPoint).

Soft Skills:

• Demonstrated problem solving and analytical skills
• Proven ability to handle multiple tasks and meet deadlines within standards
• Adaptable and flexible with the ability to accept, create and manage change
• Excellent interpersonal and communication (including excellent verbal and writing skills)

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Quest Diagnostics honors our service members and encourages veterans to apply.

While we appreciate and value our staffing partners, we do not accept unsolicited resumes from agencies. Quest will not be responsible for paying agency fees for any individual as to whom an agency has sent an unsolicited resume.

Equal Opportunity Employer: Race/Color/Sex/Sexual Orientation/Gender Identity/Religion/National Origin/Disability/Vets or any other legally protected status.