Sr. Customer Service Representative - Billing (Bilingual - English/Spanish)

Sr. Customer Service Representative - Billing (Bilingual - English/Spanish) Pay range: $17.20+ per hour. Salary offers may consider skills, training, experience, education, certifications, and performance bonus opportunities. Start date: June 1st. As a Billing Customer Service Representative, you will provide members with the information needed to make better decisions about their health and help them access the right care the first time. You will offer compassionate and empathetic support to 50-70 callers each day, guiding them through escalated issues. Shift & Scheduling: 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 ET. After training, you will receive a regular schedule within those hours. Full attendance is required during a 90-day training program (Phase I: 8:30 AM-5:00 PM; Phase II: 9:00 AM-5:30 PM). Training will last approximately 6 weeks (Virtual Instructor-Led) followed by 90 days of On-the-Job Training. Upon deployment, the nationwide call center operates 8:30 AM-8:00 PM ET. Based on business need, you may be assigned to one of the following shifts: 8:30 AM-5:00 PM, 9:30 AM-6:00 PM, 10:30 AM-7:00 PM, or 11:30 AM-8:00 PM. Occasional overtime may be required. Responsibilities Answer a high volume of calls from patients or their representatives about bill balances, payment plans, credit card payments, pricing, rebilling insurance, and general concerns. Evaluate and respond to all aspects of billing inquiries, including insurance and invoice updates. Research, troubleshoot, and resolve complex billing issues and customer complaints ensuring full resolution. Navigate the Quest Billing System and other applicable applications efficiently. Maintain a tracking log of all patient contacts. Perform additional projects or tasks as needed for business operations. Maintain compliance with HIPAA regulations at all times. Qualifications Required Qualifications High School Diploma / GED (or higher). Bi-lingual in English and Spanish. 2+ years of experience in a call center handling high volume inbound calls. 2+ years working in a medical office or health care setting analyzing and resolving customer healthcare concerns. Knowledge of healthcare claims billing/finance and eligibility processes. Proficiency translating healthcare jargon into simple, step-by-step instructions. Computer proficiency, especially with Windows PC applications and new complex systems. Capability to work any nine-hour shift between 8:30 AM-8:00 PM ET on Monday-Friday; specific shift assigned post-training. Commitment to full-time attendance during the 90-day training period (9:00 AM-5:30 PM ET), with no absences. Strong listening skills, ability to gather information, build rapport, and respond compassionately. Conflict management skills and ability to resolve stressful situations. Must be 18 years or older. Benefits Day 1 medical, supplemental health, dental & vision for full-time employees working 30+ hours. Well-being programs, annual no-cost health assessment (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. Employee stock purchase plan. Life and disability insurance, with buy-up option. Flexible Spending Accounts. Annual incentive plans. Matching gifts program. Education assistance through MyQuest for Education. Career advancement opportunities. And so much more. Quest Diagnostics honors our service members and encourages veterans to apply. Equal Opportunity Employer: Race/Color/Sex/Sexual Orientation/Gender Identity/Religion/National Origin/Disability/Vets and any other legally protected status. #J-18808-Ljbffr Quest Diagnostics Incorporated