billing representative ii

Job Description Customer Service Representative - Billing II - Norristown, PA | Monday to Friday, 8:30 AM to 5:00 PM Eastern Pay range: $17.20+/ 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:**We are proud to offer best-in-class benefits and programs to support employees and their families in living healthy, happy lives. Our pay and benefit plans have been designed to promote employee health in all respects - physical, financial, and developmental. Depending on whether it is a part-time or full-time position, some of the benefits offered may include: 1. Day 1 Medical, supplemental health, dental & vision for FT employees who work 30+ hours 2. Best-in-class well-being programs 3. Annual, no-cost health assessment program Blueprint for Wellness 4. healthyMINDS mental health program 5. Vacation and Health/Flex Time 6. 6 Holidays plus 1 "MyDay" off 7. FinFit financial coaching and services 8. 401(k) pre-tax and/or Roth IRA with company match up to 5% after 12 months of service 9. Employee stock purchase plan 10. Life and disability insurance, plus buy-up option 11. Flexible Spending Accounts 12. Matching gifts program 13. Education assistance through MyQuest for Education 14. Career advancement opportunities 15. and so much more! Responsibilities: 1. Answer high volume calls on an ACD line from clients, regarding disputes, credit card payments, pricing and other general concerns on a daily basis 2. Make out-bound calls to clients, Sales, Account Managers, Quest labs, and other internal customers with information to help escalate billing issues for a timely resolution 3. Develop and maintain productive relationships with customers (e.g., provide a good first impression, command attention and respect, maintain professional tone, demonstrate confidence, de-escalate/defuse customers as needed) 4. Manage internal customer service mailbox requests within 5-7 business days 5. Research and resolve correspondence from paper, fax, email or phone call 6. Work all correspondence batches in date order following the timeline for completion 7. Use effective communication within the team to ensure consistent coverage of duties such as, staffing for phones, adhering to set lunch schedule for phone coverage, and managing of internal and external mailboxes 8. Work directly with the Collection Coordinators to process adjustments, manual sales and refunds for accurate invoicing 9. Perform all aspects of research needed to take place for accurate billing resolution which includes but is not limited to, working mail returns, pulling chain of custody forms, requesting check pulls from Cash, reviewing account activity and previous notes in billing system. 10. Be the liaison for having direct contact with clients, Quest labs, Accounts Payable, Sales reps, Account Managers, local Quest standard business units and 11. Quest non-standard business units on behalf of clients with billing issues 12. Thorough navigation of both Quest Billing System and the Billing Web is needed to handle requests 13. Ensure accurate follow-up is being made on the status of disputes being handled outside the team 14. Follow Quest and Optum 360's guidelines and SOP's 15. Follow Compliance and HIPAA regulations at all times 16. Assist Collectors and assisting with the collection of small balances 17. Maintain average speed of answer and backlog days for correspondence 18. Ability to meet production and quality standards set forth by the department Qualifications: Required Qualifications: 1. High School Diploma / GEDor equivalent yrs of work experience 2. Must be 18 years or older 3. 2+ years of customer servi e experience 4. Ability to work once a month onsite at 400 Egypt Rd Norristown, PA 19403 5. Ability to work full-time (40 hours/week) Monday - Friday. Employees are required to work an 8-hour shift schedule during our normal business hours of 8:30 am - 5:00 pm EST. It may be necessary, given the business need, to work occasional overtime. Preferred Qualifications: 1. Billing experience 2. Experience with Microsoft Office - Microsoft Word, Excel, PowerPoint, Outlook (ability to create, edit, save and send documents, spreadsheets, presentations and correspondence) and Microsoft Access (create, edit, format, manipulate data) 3. Advanced experience using Microsoft Excel, including knowledge in function capabilities, analysis, and creating formulas Telecommuting Requirements: 1. Reside within commutable distance to the office at 400 Egypt Rd Norristown, PA 19403 2. Ability to keep all company sensitive documents secure (if applicable) 3. Required to have a dedicated work area established that is separated from other living areas and provides information privacy. 64001 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. or any other legally protected status. Equal Opportunity Employer: Race/Color/Sex/Sexual Orientation/Gender Identity/Religion/National Origin/Disability/Vets