Customer Service Associate

Customer Service Representative - Billing II

This is a billing customer service role; this role takes a high volume of calls to answer billing questions, invoice request, updating billing information, test prices inquiries, etc. This person needs to have efficient typing skills while being able to navigate multiple screens. This role also processes daily incoming billing data updates. This role also helps to process high-volume billing projects when needed.

Pay range: $17.20- $23 / 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

• Supports assigned client group(s) performing moderate complexity health related customer excellence activities.
• Typically makes moderate complexity, inbound and outbound, health related customer calls following set scripts, procedures.
• Maintains complete customer/patient confidentiality for all health, personal and other customer information.
• Provides professional, respectful, customer excellence. Demonstrates caring and empathy when delivering sensitive health information.
• Effectively respond to all customer inquiries received by various digital methods including telephone, fax, email chat regarding reporting of patient results, inquiries of tests and services, concerns of service failures and other duties needed to provide superior service.

Qualifications

Required Work Experience:

• 2 or more years related customer service excellence experience in healthcare-related field.
• Experience delivering complex customer service excellence and achieving productivity/accuracy/quality standards

Physical and Mental Requirements:

• Consistent exceptional customer service, accuracy and quality focus required.
• Ability to work any eight-hour shift between Monday-Friday, from 8:30am 8:00pm ET. Specific shift will be assigned after training ends.
• After successful completion of training, based on business need, one of the following shifts will be assigned:
• 8:30am 5:00pm ET
• 9:30am 6:00pm ET
• 10:30am 7:00pm ET
• 11:30am 8:00pm ET

Knowledge:

• Knowledge of billing/finance and eligibility processes, practices, and concepts

Align to Quest Culture & How We Work:

• CUSTOMER FIRST - We serve the needs of our patients and customers first and foremost.
• CARE - We show each person they matter.
• COLLABORATION - We commit teamwork - inside and outside of Quest.
• CONTINUOUS IMPROVEMENT - We challenge ourselves to make each day better than the last.
• CURIOUSITY - We ask vital questions in search of richer answers.
• FOUNDATIONAL REQUIREMENTS: Good performance & productivity, good attendance, good conduct, good teamwork.
• Typically, cross trained in 2 or more moderately complex areas with demonstrated skills in each.

Skills:

Technical:

• Prefer good digital skills computer (Outlook & Excel), phone systems, chat, automation, and AI.

Continuous Improvement:

• Embrace and thrive in an environment of continuous improvement, innovation, and leveraging digital.

Education:

• High school diploma, GED (or higher) (Required)

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.