Customer Service Representative - Billing II

Quest Diagnostics Incorporated; Clifton (NJ); On-site; USD 23,000 - 32,000; Full time

Benefits offered by this job

Medical benefits

Dental & vision

401(k) matching

Paid time off

Career development opportunities

Job summary

Quest Diagnostics Incorporated is seeking a Customer Service Representative - Billing II to handle billing-related inquiries by phone or written correspondence. The role supports accurate billing for clients, patients, and third-party insurers, with a Monday–Friday schedule and shifts within ET business hours.

The position emphasizes building productive customer relationships, handling escalations professionally, and adhering to Quest standards while working with multiple internal teams.

Qualifications

• 2+ years related customer service experience in healthcare.
• Experience delivering complex customer service and achieving quality standards.

Responsibilities

• Make outbound calls to clients and internal teams to resolve billing issues.
• Maintain professional relationships and provide timely, accurate information.
• Manage and respond to mailbox requests within 5–7 business days.
• Research and resolve billing inquiries from various channels.
• Follow established guidelines and SOPs to ensure accurate billing.

Skills

Outlook

Excel

Phone systems

Chat

Automation

AI

Education

High school diploma or GED

Job description

Customer Service Representative - Billing II - Monday to Friday, 8:30AM-5:00PM Eastern

As a Customer Service Rep- Billing II, you will work by phone or correspondence to gather missing information to ensure proper billing to clients, patients, or third-party insurances. This is an excellent opportunity for someone with previous customer service experience in a professional office setting who is interested in moving into a new area while learning additional skills.

Pay range: $17.25 - $23 / 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

• Make out-bound calls to clients, Quest labs, and other internal customers with information to help escalait billing issues for a timely resolution
• Develop and maintain productive relationships with customers (e.g., provide a good first impression, command attention and respect, maintain professional tone, demonstrate confidence,de-escalate/defuse customers as needed)
• Manage internal customer service mailbox requests within 5-7 business days
• Research and resolve correspondence from paper, fax, email, or phone call
• Work all correspondence batches in date order following the timeline for completion
• Use effective communication within the team to ensure consistent coverage of duties such as staffing for phones, adhering to set lunch schedule for phone coverage, and managing internal and external mailboxes
• Perform all aspects of research needed to take place for accurate billing resolution which includes but is not limited to, reviewing account activity and previous notes in billing system.
• Be the liaison for having direct contact with clients, Quest labs, Accounts Payable, and local Quest standard business units and Quest non-standard business units on behalf of clients with billing issues
• Work directly with the ES Business Unit to educate them on billing practices and protocols for accurate communication to clients
• Thorough navigation of both Quest Billing System and the Billing Web is needed to handle requests
• Ensure accurate follow-up is being handled outside the team
• Follow Quest guidelines and SOP's

Qualifications

Required WorkExperience

• 2 or more years related customer service excellence experience in healthcare-related field.
• Experience delivering complex customer service excellence and achieving productivity/accuracy/quality standards

Physical and Mental Requirements

• Consistent exceptional customer service, accuracy and quality focus required.
• Ability to work any eight-hour shift between Monday-Friday, from 8:30am - 8:00pm ET.Specific shift will be assigned after training ends.
• After successful completion of training, based on business need, one of the following shifts will be assigned:
  • 8:30am - 5:00pm ET
  • 9:30am - 6:00pm ET
  • 10:30am - 7:00pm ET
  • 11:30am - 8:00pm ET

Knowledge

• Knowledge of billing/finance and eligibility processes, practices, and concepts

Align to Quest Culture & How We Work

• CUSTOMER FIRST - We serve the needs of our patients and customers first and foremost.
• CARE - We show each person they matter.
• COLLABORATION - We commit teamwork - inside and outside of Quest.
• CONTINUOUS IMPROVEMENT - We challenge ourselves to make each day better than the last.
• CURIOUSITY - We ask vital questions in search of richer answers.
• FOUNDATIONAL REQUIREMENTS: Good performance & productivity, good attendance, good conduct, good teamwork.
• Typically, cross trained in 2 or more moderately complex areas with demonstrated skills in each.

Skills

Technical:

• Prefer good digital skills computer (Outlook & Excel), phone systems, chat, automation, and AI.

Continuous Improvement:

• Embrace and thrive in an environment of continuous improvement, innovation, and leveraging digital.

Education

• High school diploma, GED (or higher) (Required)

Qualified applicants with arrest or conviction records will be considered for Employment in accordance with the following laws if applicable, the Los Angeles County Fair Chance Ordinance for Employers, the Los Angeles' Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, and the California Fair Chance Act.

Quest believes that conviction records may have a direct, adverse, and negative relationship to the following job duties: accessing company property, information, assets, and products including sensitive information; accessing customer data or confidential information, and partnering and regularly working with or supervising other Quest employees and interacting with Quest customers.

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.