Customer Service Representative - Billing

QUEST DIAGNOSTICS INC; Marlborough (MA); On-site; USD 36,000 - 44,000; Full time

Benefits offered by this job

Medical benefits

401(k) plan with company match

Paid time off

Job summary

Quest Diagnostics is seeking a Customer Service Representative (Billing) in Marlborough, MA. You will handle high volumes of patient calls, explain billing procedures, and support the Athena Alliance Program while maintaining HIPAA compliance.

The role requires 2+ years of customer service experience, familiarity with Windows PC applications, and the ability to work standard hours with occasional overtime. Training is provided.

Qualifications

• High School Diploma / GED
• 2+ years of customer service experience
• Familiarity with Windows PC applications
• Ability to work Monday–Thursday, 08:30AM-05:00PM EST, and Friday 07:30AM–04:00PM EST

Responsibilities

• Answer a high volume of calls from patients or their representative regarding billing and related issues.
• Explain the Athena Alliance Program (AAP) and ABN requirements.
• Obtain prepayment when required and address pre-collection calls as needed.
• Research, troubleshoot and resolve complex billing inquiries and ensure full resolution.

Skills

Customer service

Billing knowledge

Spanish language

Data entry

Education

High School Diploma or GED

Tools

Windows PC

Job description

Job Description

Customer Service Representative - Billing - Mon - Thurs, 8:30AM-5:00PM Eastern and Fri, 7:30AM - 4:00PM Eastern

As a Customer Service Representative, you'll compassionately deliver an exceptional experience to 50 or more callers per day, always remembering that there is a real person on the other end of the phone who is looking for help, guidance, and support. You'll also provide support to your team members by serving as a resource or subject matter expert. Both of these are opportunities for you to identify and exceed our customer expectations by committing to and building strong relationships internally and externally. At the end, you’ll know you performed with integrity and delivered the best customer service experience making all your customers and team members feel better because they talked to you.

This position is full-time. Employees are required to work an 8-hour shift schedules during our normal business hours of 8:30am – 5:00pm EST Monday – Thursday, and 7:30am – 4:00pm EST Friday. It may be necessary, given the business need, to work occasional overtime.

We offer on the job training which will be aligned with your schedule.

Pay range: 17.20/hr +

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 representative regarding the Athena Alliance Program (AAP), patient invoices, payment plans, credit card payments, patient pricing, and general customer concerns.
• Contact patients for a variety of reasons including, but not limited to:
  • Explaining the Athena Alliance Program (AAP) and how to fill out the application
  • Explaining and obtaining a signed Advance Beneficiary Notice (ABN) required for Medicare patients
  • Obtaining prepayment when required
  • Pre-collection calls to patients who have not paid their invoices
• Evaluate and respond to all aspects of written billing inquiries and updating invoices
• Research, troubleshoot and resolve complex billing issues and customer complaints, taking all steps to resolve and ensure full resolution
• Update patient spreadsheets regarding AAP, write offs
• Maintain all Compliance and HIPAA regulations at all times
• Ability to work in a fast-paced environment
• Ability to meet quality standards
• Ability to meet production standards
• Ability to handle other projects as assigned

Required Qualifications:

• High School Diploma / GED
• Must be 18 years of age or older
• 2+ years of customer service experience OR experience in a medical office, health care call-center, or office setting analyzing and solving customer problems.
• Familiarity with computer and Windows PC applications, which includes the ability to learn new and complex computer system applications
• Ability to work Monday – Thursday, 08:30AM -05:00PM EST, and Friday 07:30AM – 04:00PM EST

Preferred Qualifications

• Previous experience working in a remote setting
• Health care experience
• Medical terminology experience
• Data entry experience
• Bilingual Fluency in English and Spanish
• Knowledge of 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.

Telecommuting Requirements*:

• Ability to keep all company sensitive documents secure (if applicable).
• Required to have a dedicated work area established that is separated from other living areas and provides information privacy.
• Must live in a location that can receive high-speed internet connection or leverage an existing high-speed internet service.

Soft Skills:

• Demonstrated ability to listen skillfully, collect relevant information, build rapport, and respond to customers in a compassionate manner
• Strong organizational skills
• Proficient conflict management skills including the ability to resolve stressful situations
• Excellent communication skills
• Demonstrated problem solving 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.