Customer Service Representative II - Bilingual (English/Spanish)

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

Benefits offered by this job

Day 1 medical benefits

401(k) with company match

Vacation and health/flex time

Job summary

Quest Diagnostics is hiring a Billing Customer Service Representative II - Bilingual (English/Spanish) in Chicago. You will handle high volumes of billing inquiries from members, translate medical terms into clear information, and resolve issues with empathy.

Training is full-time, followed by a regular 9-hour shift schedule within an 8:30 AM–8:00 PM ET window. The role emphasizes HIPAA compliance, strong communication, and the ability to work independently while maintaining detailed logs and

Qualifications

• Bi-lingual English/Spanish required.
• 1+ years in a high-volume call center.
• 1+ years in medical/healthcare setting resolving inquiries.

Responsibilities

• Answer a high volume of calls from patients or their representatives.
• Research, troubleshoot and resolve complex billing issues and complaints.
• Navigate the Quest Billing System and applicable applications.
• Maintain tracking log of all patient contacts.
• Comply with HIPAA and privacy regulations.

Skills

Bi-lingual English/Spanish

Call center experience

Healthcare knowledge

Empathy and active listening

HIPAA compliance

Education

High school diploma or GED

Tools

Quest Billing System

Windows PC applications

Job description

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.

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.

The successful candidate must be able to work the following hours and schedule:

• You must be able to fully attend our training program. Successful candidates must have the ability to commit to full-time attendance during training with no absences.
• A full-time, Monday - Friday (40 hours/week) work schedule with a daily 9-hour shift, including breaks and lunch. You must be able to work between the hours of 8:30 AM and 8:00 PM ET. After training concludes, you will be assigned a regular schedule with 9-hour shifts between the hours of 8:30 AM to 8:00 PM, based on business necessity.
• After successful completion of training, you will be assigned to your 9-hour shift based on the needs of the business.

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

This role is equally challenging and rewarding. You'll be on the phone for long periods of time and encounter all types of communication styles and personalities as you help resolve conflicts or issues. You'll deal with stressful situations and resolve complex health care concerns in a positive, simplified manner so that callers fully understand their health care plans and solutions.

Pay range: $20.00 - $23.00 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.

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

• 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.

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 8:30 AM – 8:00 PM 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.

About The Team

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.