Customer Service Representative - Billing II

Quest Diagnostics Incorporated; Los Angeles (CA); On-site; USD 23,419 - 27,552; Full time

Job summary

Quest Diagnostics Incorporated is seeking a Customer Service Representative - Billing II to handle inquiries by phone or correspondence and gather missing billing information. The role requires empathy, accuracy, and strong problem-solving in a fast-paced environment.

Pay starts at $17.20/hr, with potential for bonuses based on performance. The position is Monday to Friday, 8:30 AM to 5:00 PM Pacific, with comprehensive benefits and opportunities for growth within the company.

Qualifications

• High school diploma or GED required.
• 1+ year of health insurance eligibility checks.
• Experience with electronic verification systems and payer portals.
• Ability to interpret eligibility results and identify discrepancies.
• Strong computer skills and multitasking in a fast-paced, office setting.
• Must work local time PST/MST/CST and Monday–Friday schedule.

Responsibilities

• Obtain and enter missing information for billing accessions.
• Educate customers on providing complete billing information.
• Make outbound calls to obtain information as needed.
• Respond to account inquiries via written correspondence.
• Maintain accurate documentation of transactions and PHI handling.
• Meet performance goals for efficiency, accuracy, and customer satisfaction.

Skills

Empathy

Communication

Problem solving

Client relations

Multitasking

Time management

Adaptability

Escalation handling

Education

High school diploma / GED

Tools

Windows PC applications

Job description

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

As a Customer Service, Billing Representative, 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. You will leverage your skills and have the ability to:

• Demonstrate empathy and compassion to customers.
• Triage and handle escalated situations.
• Adapt to changes in a fast-paced environment.
• Develop and maintain client relationships

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

• Researches, obtains, and enters missing information / demographics for completion of accessions.
• Demonstrates competency in eligibility, billing and receivable systems and associated applications.
• Educates external customers on how to provide complete billing information and avoid additional contacts for information.
• Informs customers of billing problem / issue findings and resolution as appropriate.
• Makes outbound calls to clients, patients, carriers and / or any internal or external source as needed to obtain missing or additional information.
• Responds to account inquires through written correspondences.
• Handles sensitive client and patient interactions.
• Maintains timely, accurate documentation for all appropriate transactions.
• Generates and / or distributes reports and documentation to internal or external client to obtain missing information.
• Reports problems, errors, and denial trends to management including PHI breaches.
• Meets the performance goals established for the position in the areas of: efficiency, accuracy, quality, patient and client satisfaction and attendance.

Required Qualifications

• High school diploma / GED
• 1+ year of experience running health insurance eligibility checks
• 1+ year of experience conducting health insurance eligibility checks using electronic verification systems & payer portals
• 1+ year of interpreting results to determine network status and coverage eligibility, including identifying discrepancies or issues in eligibility results
• Familiarity with computer and Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications and basic IT troubleshooting.
• Must have experience working with multiple applications at a time while assisting customers
• Must have experience with production/goal expectations
• Reside within Pacific Standard Time, Mountain Time, or Central Standard Time
• Ability to work Monday - Friday, 08:30AM - 05:00PM PST
• Must be 18 years or older

Preferred Qualifications

• 1+ years of call center or revenue cycle experience
• Medical terminology acumen and experience
• Billing experience and understands multiple billing requirements across various payers and states
• Knowledge of billing / finance and eligibility processes, practices and concepts
• Conducts data entry for completion of accessions using computer and Windows PC applications
• Proficient in translating health care - related jargon and complex processes into simple, step - by - step instructions customers can understand and act upon

Soft Skills

• Ability to multi - task and to understand multiple products and multiple levels of benefits within each product
• Previous work experience in a fast - paced environment requiring multi - tasking skills
• Ability to resolve calls, avoiding escalated complaints
• Ability to exhibit empathy and be courteous to callers
• Ability to triage and handle escalated situations
• Ability to work in a fast - paced environment
• Ability to adapt to changes
• Ability to develop and maintain client relationships
• Ability to work independently and as part of a team

65102

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.