Customer Service Representative II - Bilingual

Quest Diagnostics; Chicago (IL); Remote; USD 28,000 - 32,000; Full time

Benefits offered by this job

Medical benefits from day one

401(k) with company match

Employee stock purchase program

Wellness programs

Job summary

Quest Diagnostics is seeking a Customer Care Representative II - Bilingual (English/Spanish) to assist members with billing inquiries and authorizations. You will handle up to 70 calls daily, translating medical terms into clear guidance while maintaining HIPAA compliance.

The role offers full-time hours with daytime shifts in ET, and the potential for an annual bonus. Start date is November 30, with a comprehensive benefits package starting on day one.

Qualifications

• Bilingual English/Spanish required.
• 18 years or older.
• High School Diploma or GED required.
• 1+ year experience in a high-volume call center.
• 1+ year experience in healthcare setting handling billing/claims inquiries.
• Proficient in translating healthcare jargon into plain language.

Responsibilities

• Answer a high volume of billing calls from members or representatives.
• Research, troubleshoot, and resolve complex billing issues and complaints.
• Navigate Quest Billing System and related applications.
• Maintain a log of all patient contacts.
• Assist with additional projects as needed.
• Comply with HIPAA regulations at all times.

Skills

Bilingual English/Spanish

Education

High School Diploma or GED

Tools

Windows PC

Job description

Customer Care Representative II - Bilingual (English/Spanish)

Start date: November 30th

As a Billing Customer Service Representative, you'll 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'll provide compassionate and empathetic support up to 70 callers daily providing guidance, support, and resolution for escalated issues. This is no small opportunity. This is where you can bring your compassion for others while building your career.

Pay range: $20.00 - $23.00 per hour

Salary Details

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.

Schedule

• Full‑time, Monday - Friday (40 hours/week) work schedule with a daily 9‑hour shift, including breaks and lunch. Must be able to work between the hours of 8:30AM and 8:00PM ET.
• During training: full‑time attendance, no absences.
• After training: assigned regular schedule with 9‑hour shifts between 8:30AM and 8:00PM ET, based on business necessity.
• Optional occasional overtime may be required based on business need.

Bonus Potential

Successful candidates may be eligible to receive annual performance bonus compensation.

Job Responsibilities

• Answer a high volume of calls from patients or their representatives, requiring you to evaluate and respond to all aspects of billing inquiries, including the ability to translate medical terminology into easy-to-understand information.
• Research, troubleshoot and resolve complex billing issues and customer complaints, taking all steps to resolve and ensure full resolution.
• Thorough navigation of the Quest Billing System and other applicable applications.
• Maintain tracking log of all patient contacts.
• Ability to perform additional projects or tasks based on business need.
• Maintain all compliance and HIPAA regulations at all times.

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
• Matching gifts program
• Education assistance through MyQuest for Education
• Career advancement opportunities
• and so much more!

Qualifications

• Bi‑lingual, English and Spanish.
• Must be 18 years or older.
• Must be a high‑school graduate or have a GED.
• 1+ years of experience working in a call center handling a high volume of inbound calls.
• 1+ 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, which includes the ability to navigate and learn new and complex computer system applications.
• Ability to work any nine‑hour shift, including breaks and lunches, between Monday-Friday, from 8:30AM – 8:00PM ET. Your specific shift will be assigned after training ends.
• Ability to commit to full‑time attendance during training period with no absences.
• Ability to be accountable and work independently.
• 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.

Location

4801 W Peterson Ave, Chicago, IL, 60646, US

Workplace

Remote daily

Weekly Working Hours

40.00

Equal Opportunity Employer

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

About the Team

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