Sr. Customer Service Representative - Billing (Bilingual - English/Spanish)
Quest Diagnostics Incorporated, Charlotte, NC, United States
Sr. Customer Service Representative - Billing (Bilingual - English/Spanish)
Pay range:
$17.20+ per hour
Start date:
June 1st
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.
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, guiding and resolving escalated issues. This role is an opportunity to bring your compassion for others while building your career.
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, a regular schedule with 9‑hour shifts between 8:30 AM – 8:00 PM will be assigned based on business necessity.
Full participation in the initial 90‑day training program (8:30 AM – 5:00 PM for Phase I and 9:00 AM – 5:30 PM for Phase II). Attendance at all training sessions is required.
Shift Details
Virtual Instructor‑Led Training (approximately 6 weeks): 8:30 AM – 5:00 PM
On‑the‑Job Training (OJT) (approximately 90 days): 9:00 AM – 5:30 PM
Deployment to full‑time position: nationwide call center is open from 8:30 AM – 8:00 PM.
Four operational shifts. After training, one of the following shifts will be assigned based on business need:
8:30 AM – 5:00 PM
9:30 AM – 6:00 PM
10:30 AM – 7:00 PM
11:30 AM – 8:00 PM
Occasional overtime may be required based on business needs.
Benefits
Day 1 Medical, supplemental health, dental & vision for full‑time employees working 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
and so much more!
Responsibilities
Answer a high volume of calls from patients or their representatives regarding payment balances, plan options, credit card payments, patient pricing, rebilling insurance companies, and general concerns.
Evaluate and respond to all aspects of billing inquiries, including but not limited to insurance verification and invoice updates.
Research, troubleshoot, and resolve complex billing issues and customer complaints, ensuring full resolution.
Navigate the Quest Billing System and other relevant applications proficiently.
Maintain a tracking log for all patient contacts.
Execute additional projects or tasks as directed by business needs.
Adhere to all compliance and HIPAA regulations at all times.
Qualifications
High School Diploma / GED (or higher)
Bi‑lingual proficiency in English and Spanish
2+ years of experience in a call‑center with a high volume of inbound calls
2+ years of experience in a medical office or health‑care setting addressing patient concerns
Knowledge of healthcare claims billing/finance and eligibility processes
Ability to translate complex healthcare jargon into clear, step‑by‑step instructions for customers
Proficient with Windows PC applications and rapid learning of new system applications
Willingness to work any nine‑hour shift between 8:30 AM and 8:00 PM ET, Monday‑Friday
Full‑time attendance commitment during the 90‑day training period (9:00 AM‑5:30 PM ET) with no absences
Excellent listening skills, rapport building, and compassionate customer interaction
Effective conflict‑management skills for stressful situations
Must be at least 18 years old
Quest Diagnostics honors our service members and encourages veterans to apply.
Equal Opportunity Employer: Race/Color/Sex/Sexual Orientation/Gender Identity/Religion/National Origin/Disability/Vets or any other legally protected status.
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Pay range:
$17.20+ per hour
Start date:
June 1st
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.
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, guiding and resolving escalated issues. This role is an opportunity to bring your compassion for others while building your career.
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, a regular schedule with 9‑hour shifts between 8:30 AM – 8:00 PM will be assigned based on business necessity.
Full participation in the initial 90‑day training program (8:30 AM – 5:00 PM for Phase I and 9:00 AM – 5:30 PM for Phase II). Attendance at all training sessions is required.
Shift Details
Virtual Instructor‑Led Training (approximately 6 weeks): 8:30 AM – 5:00 PM
On‑the‑Job Training (OJT) (approximately 90 days): 9:00 AM – 5:30 PM
Deployment to full‑time position: nationwide call center is open from 8:30 AM – 8:00 PM.
Four operational shifts. After training, one of the following shifts will be assigned based on business need:
8:30 AM – 5:00 PM
9:30 AM – 6:00 PM
10:30 AM – 7:00 PM
11:30 AM – 8:00 PM
Occasional overtime may be required based on business needs.
Benefits
Day 1 Medical, supplemental health, dental & vision for full‑time employees working 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
and so much more!
Responsibilities
Answer a high volume of calls from patients or their representatives regarding payment balances, plan options, credit card payments, patient pricing, rebilling insurance companies, and general concerns.
Evaluate and respond to all aspects of billing inquiries, including but not limited to insurance verification and invoice updates.
Research, troubleshoot, and resolve complex billing issues and customer complaints, ensuring full resolution.
Navigate the Quest Billing System and other relevant applications proficiently.
Maintain a tracking log for all patient contacts.
Execute additional projects or tasks as directed by business needs.
Adhere to all compliance and HIPAA regulations at all times.
Qualifications
High School Diploma / GED (or higher)
Bi‑lingual proficiency in English and Spanish
2+ years of experience in a call‑center with a high volume of inbound calls
2+ years of experience in a medical office or health‑care setting addressing patient concerns
Knowledge of healthcare claims billing/finance and eligibility processes
Ability to translate complex healthcare jargon into clear, step‑by‑step instructions for customers
Proficient with Windows PC applications and rapid learning of new system applications
Willingness to work any nine‑hour shift between 8:30 AM and 8:00 PM ET, Monday‑Friday
Full‑time attendance commitment during the 90‑day training period (9:00 AM‑5:30 PM ET) with no absences
Excellent listening skills, rapport building, and compassionate customer interaction
Effective conflict‑management skills for stressful situations
Must be at least 18 years old
Quest Diagnostics honors our service members and encourages veterans to apply.
Equal Opportunity Employer: Race/Color/Sex/Sexual Orientation/Gender Identity/Religion/National Origin/Disability/Vets or any other legally protected status.
#J-18808-Ljbffr