Customer Care Representative II - Bilingual (English/Spanish)

About the role

As a Billing Customer Service Representative, you’ll provide members with the information they need to make better health decisions and help them access the right care the first time. You’ll deliver compassionate, empathetic support to up to 70 callers daily, offering guidance, support, and resolution for escalated issues while building your career.

Responsibilities

• Answer a high volume of calls from patients or their representatives, evaluating and responding to all aspects of billing inquiries and translating medical terminology into easy‑to‑understand information.
• Research, troubleshoot, and resolve complex billing issues and customer complaints, ensuring full resolution.
• Navigate the Quest Billing System and other applicable applications thoroughly.
• Maintain a tracking log of all patient contacts.
• Perform additional projects or tasks based on business need.
• Maintain all compliance and HIPAA regulations at all times.

Qualifications

• Bilingual in English and Spanish.
• Must be 18 years or older.
• High‑school graduate or GED.
• 1+ years of experience 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 health‑care 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.
• Demonstrated ability to use computers and Windows PC applications, including learning new and complex systems.
• Ability to work any nine‑hour shift, including breaks and lunches, Monday‑Friday, between 8:30 AM – 8:00 PM ET (specific shift assigned after training).
• Ability to commit to full‑time attendance during the training period with no absences.
• Accountable, independent work style.
• Skilled listening, information gathering, rapport building, and compassionate customer response.
• Proficient conflict‑management skills, including resolving stressful situations.

Schedule

Full‑time, Monday – Friday (40 hours/week) with a daily 9‑hour shift, including breaks and lunch. You must be able to work between 8:30 AM and 8:00 PM ET. After training, a regular schedule will be assigned based on business necessity, and occasional overtime may be required.

Pay

Pay range: $20 – $23 per hour. Salary offers consider skills, training, experience, education, certifications, and market/organizational factors. Successful candidates may be eligible for an annual performance bonus.

Benefits

• Day 1 medical, supplemental health, dental & vision for full‑time employees (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.
• Six holidays plus one “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, with optional buy‑up.
• Flexible Spending Accounts.
• Matching gifts program.
• Education assistance through MyQuest for Education.
• Career advancement opportunities and additional employee programs.