Customer Service Representative II - Bilingual

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. #J-18808-Ljbffr Quest Diagnostics