Customer Care Representative II - Bilingual (English/Spanish)

QUEST DIAGNOSTICS INC; New York (NY); On-site; USD 28,000 - 32,000; Full time

Benefits offered by this job

Day 1 Medical coverage

401(k) with company match

Paid time off and holidays

Employee stock purchase plan

Education assistance

Job summary

Quest Diagnostics Inc. is seeking a bilingual Customer Care Representative II to support English and Spanish-speaking members on billing inquiries in New York. The role includes handling up to 70 calls daily, translating medical terminology, and resolving billing issues with compassion.

The schedule is full-time with 9-hour shifts, training required, and potential overtime. The position offers a comprehensive benefits package and opportunities for advancement.

Qualifications

• Bi-lingual English and Spanish required.
• Must be 18 years or older.
• High school diploma or GED.
• 1+ years of experience in a high-volume inbound call center.
• Experience with healthcare claims, billing and eligibility processes.
• Ability to translate medical terminology into understandable information.
• Commitment to full-time training and shift schedules (Mon–Fri).
• HIPAA compliance knowledge and ability to protect patient privacy.
• Strong listening, rapport-building and conflict-resolution skills.

Responsibilities

• Answer a high volume of calls from patients or their representatives, translating medical terminology into easy-to-understand information.
• Research, troubleshoot and resolve complex billing issues and customer concerns.
• Navigate the Quest Billing System and other applications.
• Maintain a log of all patient contacts.
• Perform additional projects or tasks as needed by the business.
• Maintain all compliance and HIPAA regulations at all times.

Skills

Bi-lingual English/Spanish

Call center experience

HIPAA compliance

Strong communication

Problem solving

Education

High school diploma or GED

Tools

Quest Billing System

Windows PC

Job description

Job Description

Customer Care Representative II - Bilingual (English/Spanish)

Start date: October 19th

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 and 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 to 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: $20 - $23 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:

• 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

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.

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

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