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 II to support patients and their representatives with billing inquiries and healthcare concerns. The role involves handling high-volume calls, researching and resolving complex billing issues, explaining medical terminology and healthcare processes, and maintaining compliance with HIPAA regulations.
Responsibilities
- Answer a high volume of calls from patients or their representatives, requiring you to evaluate and respond to all aspects of billing inquiries, including the ability to translate medical terminology into easy-to-understand information
- Research, troubleshoot and resolve complex billing issues and customer complaints, taking all steps to resolve and ensure full resolution
- Thorough navigation of the Quest Billing System and other applicable applications
- Maintain tracking log of all patient contacts
- Ability to perform additional projects or tasks based on business need
- Maintain all compliance and HIPAA regulations at all times
Skills
- * You must be able to fully attend our training program. Successful candidates must have the ability to commit to full-time attendance during training with no absences
- * A full-time, Monday - Friday (40 hours/week) 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 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
- * Bi-lingual, English and Spanish
- * Must be 18 years or older
- * Must be a high-school graduate or have a GED
- * 1+ years of experience working in a call center handling a high volume of inbound calls
- * 1+ years of experience in a medical office or health care setting analyzing and resolving customer health care concerns
- * Knowledge of healthcare claims billing/finance and eligibility processes, practices, and concepts
- * Proficient in translating health care-related jargon and complex processes into simple, step-by-step instructions customers can understand and act upon
- * Demonstrated ability using computers and Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications
- * Ability to work any nine-hour shift, including breaks and lunches, between Monday-Friday, from 8:30 AM – 8:00 PM ET. Your specific shift will be assigned after training ends
- * Ability to commit to full-time attendance during training period with no absences
- * Ability to be accountable and work independently
- * Demonstrated ability to listen skillfully, collect relevant information, build rapport, and respond to customers in a compassionate manner
- * Proficient conflict management skills including the ability to resolve stressful situations
Benefits
- 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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