Customer Service Representative - Billing II

Quest Diagnostics Incorporated; Charlotte (NC); On-site; USD 19,548 - 27,841; Full time

Benefits offered by this job

Medical, dental & vision benefits

401(k) plan with company match

Paid time off and holidays

Flexible Spending Accounts

Education assistance programs

Job summary

QUEST DIAGNOSTICS INC is hiring a full-time Customer Service Representative - Billing II in the Town of Charlotte, NY. This role involves providing compassionate support to callers regarding their health care billing concerns. Successful candidates will assist a high volume of customers daily, guiding them through complex issues and ensuring complete resolution.

Starting pay is $17.20+ per hour, with benefits including health coverage, retirement savings, and training programs. Applicants must be able to commit fully to a 90-day training period and work shifts between 8:30 AM and 8:00 PM ET.

Qualifications

• 2+ years of experience in a call center handling a high volume of inbound calls.
• 2+ years experience in a medical office or health care setting.
• Proficient in navigating complex computer systems.

Responsibilities

• Answer a high volume of calls regarding billing inquiries.
• Research and resolve complex billing issues.
• Ensure compliance with HIPAA regulations.

Skills

Customer service skills

Conflict management

Compassionate communication

Bilingual (English and Spanish)

Education

High School Diploma / GED

Tools

Windows PC applications

Quest Billing System

Job description

Job Description

Customer Service Representative - Billing II

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.

Start date: July 13th

As a Billing Customer Service Representative, you will 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 will provide compassionate and empathetic support to 50 to 70 callers, guiding them to resolve escalated issues.

Hours and Schedule

• A full‑time, Monday‑Friday schedule with a daily 9‑hour shift, including breaks and lunch. You must be able to work between 8:30 AM and 8:00 PM ET. After training, you will be assigned a regular schedule of 9‑hour shifts between 8:30 AM and 8:00 PM, based on business necessity.
• You must be able to fully attend our training program. Successful candidates are expected to attend all trainings during the initial 90‑day program. Training hours are 8:30 AM to 5:00 PM (Phase I) and 9:00 AM to 5:30 PM (Phase II).

This position is full‑time (40 hours/week) Monday‑Friday. The shift is as follows:

• Virtual Instructor‑Led Training (approximately 6 weeks): 8:30 AM to 5:00 PM
• On‑the‑Job Training (approximately 90 days): 9:00 AM – 5:30 PM
• Deployment to full‑time position: the nationwide call center is open from 8:30 AM – 8:00 PM.
• After training, you will be assigned one of the following shifts based on business need:
  • 8:30 AM – 5:00 PM
  • 9:30 AM – 6:00 PM
  • 10:30 AM – 7:00 PM
  • 11:30 AM – 8:00 PM

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

This role is challenging and rewarding. You will be on the phone for long periods, dealing with diverse communication styles and personalities while resolving conflicts or issues. You will handle stressful situations and resolve complex health‑care concerns in a clear, simplified manner so callers fully understand their health‑care plans and solutions.

Benefits

• 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
• Annual incentive plans
• 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 representatives regarding patient bill balances, payment plans, credit card payments, patient pricing, rebilling insurance companies and general customer concerns.
• Evaluate and respond to all aspects of billing inquiries, including billing insurances and updating invoices.
• Research, troubleshoot and resolve complex billing issues and customer complaints, ensuring full resolution.
• Navigate the Quest Billing System and other applicable applications thoroughly.
• Maintain a tracking log of all patient contacts.
• Perform additional projects or tasks based on business needs.
• Maintain all compliance and HIPAA regulations at all times.

Qualifications

Required Qualifications

• High School Diploma / GED (or higher)
• 2+ years of experience in a call center handling a high volume of inbound calls.
• 2+ 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, including navigation and learning of new and complex computer systems.
• Ability to work any nine‑hour shift, including breaks and lunches, between Monday‑Friday, 8:30 AM – 8:00 PM ET. Your specific shift will be assigned after training ends.
• Commit to full‑time attendance during the 90‑day training period (9:00 AM‑5:30 PM ET) with no absences.
• Demonstrated ability to listen skillfully, collect relevant information, build rapport, and respond to customers compassionately.
• Proficient conflict‑management skills, including resolving stressful situations.
• Must be 18 years or older.

Preferred Qualifications

• Bi‑lingual, English and Spanish.

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.