Customer Care Representative II

Quest Diagnostics Incorporated; Charlotte (NC); On-site; USD 20,000 - 28,000; Full time

Benefits offered by this job

Day 1 Medical plan

401(k) with company match

Employee stock purchase plan

Vacation and Health/Flex Time

Job summary

Quest Diagnostics is seeking a Customer Care Representative II to join the Billing Customer Service team. You will assist members with billing information, translate medical terms into clear guidance, and handle up to 70 calls daily to resolve issues and support access to care.

The role requires full-time attendance during training, a 9-hour shift between 8:30 AM and 8:00 PM ET, with later assignments based on business needs; overtime may be required. Benefits and potential bonus are available.

Qualifications

• 1+ years of experience in a high-volume call center.
• 1+ years of experience in a medical office/health care setting analyzing and resolving customer health care concerns.
• Knowledge of healthcare claims billing/finance and eligibility processes.
• Proficient in translating health care-related jargon into simple, step-by-step instructions customers can understand.
• Proficient with computers and Windows PC applications.
• Ability to work any nine-hour shift, including breaks and lunches, between Monday-Friday, 8:30 AM - 8:00 PM ET.
• Commitment to full-time attendance during training period.
• Ability to work independently.
• Demonstrated listening skills, rapport-building, and compassionate customer interactions.
• Strong conflict management skills to resolve stressful situations.
• Must be 18+ and a high-school graduate or GED.

Responsibilities

• Answer a high volume of calls from patients or their representatives, translating billing inquiries into clear information.
• Research, troubleshoot and resolve complex billing issues and customer complaints to full resolution.
• Navigate Quest Billing System and other applicable applications.
• Maintain tracking log of all patient contacts.
• Perform additional projects or tasks as needed.
• Maintain compliance with HIPAA regulations at all times.

Skills

Call center experience

Healthcare knowledge

Customer service

Bilingual English/Spanish

Education

High school diploma or GED

Tools

Quest Billing System

Windows PC applications

Job description

Job Description

Customer Care Representative II

Start date: October 5th

As a Billing Customer Service Representative, you'll provide our members with the information they need to make better decisions about their health, helping them get access to the right care the first time. Every day, you'll provide compassionate and empathetic support up to 70 callers daily providing guidance, support, and resolution for escalated issues. 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:

• You must be able to fully attend our training program. Successful candidates must have the ability to commit to full-time attendance during training with no absences.
• A full-time, Monday - Friday (40 hours/week) work schedule with a daily 9-hour shift, including breaks and lunch. You must be able to work between the hours of 8:30 AM - 8:00 PM ET. After training concludes, you will be assigned a regular schedule with 9-hour shifts between the hours of 8:30 AM - 8:00 PM, based on business necessity.
• After successful completion of training, you will be assigned to your 9-hour shift based on the needs of the business.

You also may be required, given the business need, to work occasional overtime.

This role is equally challenging and rewarding. You'll be on the phone for long periods of time and encounter all types of communication styles and personalities as you help resolve conflicts or issues. You'll deal with stressful situations and resolve complex health care concerns in a positive, simplified manner so that callers fully understand their health care plans and solutions.

Pay range: $17.20+ per hour

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

• 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

Required Qualifications

• 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.

Preferred Qualifications

• Bi-lingual, English and Spanish.

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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.