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

Customer Service Representative - Billing II (Bilingual - English/Spanish) 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'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 to 50 to 70 callers, offering guidance, support, and resolution for escalated issues. This is an opportunity to bring compassion for others while building your career. Schedule and Working Hours 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, all ET. After training concludes, you will be assigned a regular schedule with 9‑hour shifts within the same window, based on business necessity. You must attend a comprehensive training program. Successful candidates are expected to attend all training during the first 90 days of employment. Training hours:

8:30 AM – 5:00 PM

(Phase I) and 9:00 AM – 5:30 PM (Phase II). Virtual Instructor‑Led Training (approximately 6 weeks): 8:30 AM – 5:00 PM. On‑the‑Job‑Training (OJT) (approximately 90 days): 9:00 AM – 5:30 PM. Deployment to a full‑time position at the nationwide call center, operating 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 needs, to work occasional overtime. This role is challenging and rewarding. You'll be on the phone for long periods, encountering various communication styles and personalities to help resolve conflicts or issues. You'll deal with stressful situations and resolve complex health‑care concerns positively and simply so callers fully understand their health‑care plans and solutions. Benefits Day 1 Medical, supplemental health, dental & vision for full‑time employees working 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. 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 but not limited to billing insurances, and updating invoices. Research, troubleshoot, and resolve complex billing issues and customer complaints, taking all steps to 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 need. Maintain all compliance and HIPAA regulations at all times. Qualifications Required 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 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. Commitment to full‑time attendance during the 90‑day training period (9:00 AM‑5:30 PM ET), with no absences. Demonstrated skill in listening, collecting relevant information, building rapport, and responding to customers compassionately. Proficient conflict‑management skills, including the ability to resolve stressful situations. Must be 18 years or older. Quest Diagnostics honors our service members and encourages veterans to apply. We do not accept unsolicited resumes from agencies. Quest will not be responsible for paying agency fees for any individual 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. #J-18808-Ljbffr Quest Diagnostics Incorporated