Customer Service Representative - Billing II (Bilingual - English/Spanish)

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

Benefits offered by this job

Medical, dental & vision insurance

401(k) with company match

Paid time off and holiday pay

Job summary

Quest Diagnostics Incorporated in Tampa is hiring a Customer Service Representative - Billing II (Bilingual - English/Spanish) to support patients with their billing inquiries and healthcare access.

This full-time position offers a pay range starting at $17.20 per hour and includes comprehensive benefits from day one. The role requires excellent conflict management and compassionate communication skills, with a commitment to work 9-hour shifts Monday through Friday.

Qualifications

• 2+ years of experience working in a call center with high volume inbound calls.
• Experience in a medical office or health care setting aiding customer health care concerns.
• Knowledge of healthcare claims billing processes.

Responsibilities

• Answer calls regarding patient bill balances and payment plans.
• Evaluate and respond to billing inquiries including billing insurances.
• Research and resolve complex billing issues.

Skills

Bilingual - English/Spanish

Conflict management skills

Compassionate communication

Education

High School Diploma / GED

Job description

Customer Service Representative - Billing II (Bilingual - English/Spanish)

Pay range: $17.20+ per hour.

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 and resolving escalated issues.

Schedule and Availability

The successful candidate must be able to work the following 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 concludes, you will be assigned a regular schedule with 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 our initial training program, for the first 90 days of employment. Training hours are 8:30 AM to 5:00 PM (Phase I) and 9:00 AM to 5:30 PM (Phase II).

Shift Details

• Virtual Instructor‑Led Training (approximately 6 weeks): 8:30 AM to 5:00 PM
• On‑the‑Job‑Training (OJT) Training (approximately 90 days): 9:00 AM to 5:30 PM
• Deployment to full‑time position: the nationwide call center is open from 8:30 AM to 8:00 PM.
• After training, one of the following shifts will be assigned to you:
  • 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 to work occasional overtime.

Job Responsibilities

• Answer a high volume of calls from patients or their 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, taking all steps to resolve and ensure 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.

Benefits

• Day 1 Medical, supplemental health, dental & vision for full‑time 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.

Qualifications

• High School Diploma / GED (or higher).
• Bi‑lingual, English and Spanish.
• 2+ years of experience working 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 navigating and learning new complex computer system applications.
• Ability to work any nine‑hour shift, including breaks and lunches, between Monday‑Friday, from 8:30 AM to 8:00 PM ET. Your specific shift will be assigned after training ends.
• Ability to 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 in a compassionate manner.
• Proficient conflict management skills, including the ability to resolve stressful situations.
• Must be 18 years or older.

Equal Opportunity Employer

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

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