Customer Service Representative - Billing II (Bilingual - English/Spanish)
About the position 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.
Responsibilities
- Answer a high volume of calls from patients or their representative, regarding patient bill balances, payment plans, credit card payments, patient pricing, rebilling insurance companies and general customer concerns
- Evaluate and respond to all aspects of billing inquiries, including but not limited to billing insurances, and updating invoices
- 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
Requirements
- High School Diploma / GED (or higher)
- Bi-lingual, English and Spanish.
- 2+ years of experience working in a call center handling a high volume of inbound calls.
- 2+ 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 the 90-day training period (9:00 AM-5:30 PM ET), with no absences.
- 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.
- Must be 18 years or older.
Nice-to-haves
- Demonstrates skill and passion to deliver an exceptional and consistent customer experience of a moderate complexity, while utilizing multiple customer communication channels, which may include voice, mail, email, chat, AI related inquiries, etc.
Benefits
- 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
- Annual incentive plans
- Matching gifts program
- Education assistance through MyQuest for Education
- Career advancement opportunities