Customer Service Representative - Billing II

Customer Service Representative - Billing II

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: August 10th

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 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.

The successful candidate must be able to work the following hours and schedule:

• A full-time, Monday - Friday work schedule with a daily 9-hour shift, including breaks and lunch. You must be able to work between the hours of 8:30 AM and 8:00 PM, all ET. After training concludes, you will be assigned a regular schedule with 9-hour shifts between the hours of 8:30 AM to 8:00 PM, based on business necessity.
• You must be able to fully attend our training program. Successful candidates are expected to attend all trainings during our initial training program, for the first 90 days of employment. Training hours are 8:30 AM to 5:00 PM (Phase I) and 9:00 AM to 5:30 PM (Phase II).

This position is full-time (40 hours/week) Monday Friday. The shift is as follows:

• Virtual Instructor-Led Training (approximately 6 weeks): 8:30 AM to 5:00 PM
• On-the-Job-Training (OJT) Training (approximately 90 days): 9:00 AM 5:30 PM
• Deployment to full-time position: the nationwide call center is open from 8:30 AM 8:00 PM.
• To meet the needs of the business during operating hours, we have four shifts. After successful completion of training, based on business need, one of the following shifts will be assigned to you:
• 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 also may be required, given the business need, to work occasional overtime.

This role is equally challenging and rewarding. You'll be on the phone for long periods of time and encounter all types of communication styles and personalities as you help resolve conflicts or issues. You'll deal with stressful situations and resolve complex health care concerns in a positive, simplified manner so that callers fully understand their health care plans and solutions.

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.