Customer Services Representative

Laboratory Sciences of Arizona; United States; On-site; USD 32,000 - 42,000; Full time

Benefits offered by this job

Benefits package

Job summary

Sonora Quest Laboratories / Laboratory Sciences of Arizona (SQL/LSA) is seeking a Customer Service Representative in Phoenix, AZ. You will handle 45–55 inbound calls daily, resolve billing inquiries, and support patients and providers onsite on a Monday–Friday day schedule.

Preferred bilingual Spanish/English proficiency and healthcare/insurance experience. Join a supportive team that values service and a positive attitude, with a comprehensive benefits package.

Qualifications

• Requires a high school diploma or GED and at least 2 years of customer service experience.
• Excellent verbal and written communication; ability to de-escalate customers.
• Bilingual Spanish/English is a big plus; healthcare/insurance experience preferred.

Responsibilities

• Receive 45–55 inbound calls per day and document reasons in the claim system.
• Resolve billing issues and respond to inquiries to ensure accurate patient data.
• Collaborate with the reimbursement area on adjustments and postings.
• Maintain compliance with quality standards and filing timelines.
• Provide cross-functional support across revenue cycle tasks.
• Deliver friendly, professional service onsite Monday–Friday 7am–5:30pm.

Skills

Customer service

Clear communication

De-escalation skills

Bilingual Spanish/English

Education

High school diploma or GED

Job description

Primary City/State: Phoenix, Arizona Department Name: Work Shift: Day Job Category: Revenue Cycle

Join our team as a Customer Service Representative, where you'll play a key role in supporting patients and providers by resolving billing issues, handling inquiries, and ensuring client satisfaction. You'll take approximately 45-55 inbound calls per day, onsite and will have a set schedule Monday-Friday between the hours of 7am-5:30pm. If you have experience in high-volume contact centers, possess strong de-escalation skills, and enjoy helping people, we’d love to meet you! Being bilingual (Spanish/English) and having medical/healthcare/insurance experience are big pluses as well. Join us and be part of a supportive team that values great service and a positive attitude. You belong here!

POSITION SUMMARY

Provides Customer Service functions dealing directly with patient inquiries and complaints as well as issues as reported via phone or customer service calls and correspondence. Oversees collection of timely documentation from network providers and patients to ensure adherence to quality standards and timely filing requirements

CORE FUNCTIONS

• 1. Receives incoming phone calls from patients and providers in reference to payment issues, perceived inappropriate patient service and updates on insurance data.
• 2. Responsible for determining nature of call and documenting via claim system an appropriate associated reason code.
• 3. Effectively research, resolve and respond to billing issues accurately and expeditiously.
• 4. Supplies support function to Reimbursement area in posting zero payment Explanation of Payments from Insurance companies.
• 5. Monitor patient accounts providing account reconciliation to facilitate prompt payment and prevent inappropriate transfers to the outside collection agency.
• 6. Responsible for cross-functional assistance with EOB Adjustments, Bad Debt Recovery Trailer Entry and Cash Payment mailing.

KNOWLEDGE, SKILLS AND ABILITIES

Requires the ability to communicate clearly and concisely. Mathematical skills resulting from external and internal sources, verbal and written communication skill, capability to prioritize completing multiple projects.

MINIMUM QUALIFICATIONS

Requires a high school diploma or GED; with a minimum of two years of customer service experience. Requires excellent verbal and organizational skills, the ability to interface with difficult customers and work with minimum direct supervision to meet required goals.

PREFERRED QUALIFICATIONS

One year of previous medical billing experience. Additional related education and/or experience.

EEO Statement: EEO/Disabled/Veterans

Our organization supports a drug-free work environment.

Make Great Friends and a Difference in Your Communities

You’ll feel like you’re in the right place at Sonora Quest Laboratories/Laboratory Sciences of Arizona (SQL/LSA), doing great work on behalf of a healthy community.

While many organizations tout “teamwork and camaraderie,” there is no denying that our compassionate, collaborative culture is a cut above the rest. Our team members work together daily to create a work environment where everyone feels supported and empowered to be their best selves and do their best work. Grow your career and see for yourself how gratifying and satisfying being a part of our team can be. You Belong Here.

Sonora Quest Laboratories is a proud partner of Banner Health.

We are proud to offer a comprehensive benefit package for all benefit-eligible positions.

Please visit our Benefits Guide for more information.

EEO/Disabled/Veterans Laboratory Sciences of Arizona supports a drug-free work environment.