Note: The job is a remote job and is open to candidates in USA. Quest Diagnostics is a healthcare diagnostics company seeking a Customer Service Representative - Billing II. The role handles billing-related customer communications, researches and resolves billing issues, gathers missing information, and coordinates with internal teams and clients to ensure accurate and timely billing resolution.
Responsibilities
- Make out-bound calls to clients, Quest labs, and other internal customers with information to help escalate billing issues for a timely resolution
- 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)
- Manage internal customer service mailbox requests within 5-7 business days
- Research and resolve correspondence from paper, fax, email, or phone call
- Work all correspondence batches in date order following the timeline for completion
- 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 internal and external mailboxes
- Perform all aspects of research needed to take place for accurate billing resolution which includes but is not limited to, reviewing account activity and previous notes in billing system
- Be the liaison for having direct contact with clients, Quest labs, Accounts Payable, and local Quest standard business units and Quest non-standard business units on behalf of clients with billing issues
- Work directly with the ES Business Unit to educate them on billing practices and protocols for accurate communication to clients
- Thorough navigation of both Quest Billing System and the Billing Web is needed to handle requests
- Ensure accurate follow-up is being handled outside the team
- Follow Quest guidelines and SOP’s
Skills
- 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
- 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
- Knowledge of billing/finance and eligibility processes, practices, and concepts
- High school diploma, GED (or higher) (Required)
- Prefer good digital skills computer (Outlook & Excel), phone systems, chat, automation, and AI
Benefits
- Remote daily work arrangement
- Successful candidates may be eligible to receive annual performance bonus compensation.
- 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
Company Overview
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