Customer Care Representative II - Bilingual (English/Spanish)

We need to output HTML fragment with headings

for sections present: About the role? Actually we have sections: maybe "About the role" (the description paragraph), "Responsibilities", "Qualifications", "Benefits", "Pay", "Schedule". Also maybe "About The Team" but that's not required heading; we can include as part of About the role? The instruction: Use

for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). So we can include headings that match content. We must not repeat job title as heading. Must not put Job ID etc. Must preserve all substantive info. Remove boilerplate: cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, application instructions. So we need to strip out the Equal Opportunity Employer line and the team note about veterans? That might be considered EEO? It's about veterans, but maybe we keep as it's not boilerplate? The instruction says remove EEO/equal-opportunity boilerplate. The line "Quest Diagnostics honors our service members and encourages veterans to apply." is maybe not EEO but could be considered part of equal opportunity. Safer to remove? It's not strictly EEO but could be considered part of diversity statement. I'd remove it to be safe. Also remove the line about staffing partners and agency fees. Also remove the Equal Opportunity Employer line. We need to keep all substantive info: start date, role description, schedule details, pay range, benefits list, responsibilities list, qualifications list. We must not create sections with filler like "commensurate with experience". Not present. We need to decide which sections to include: About the role (intro paragraph), Responsibilities (list), Qualifications (list), Benefits (list), Pay (maybe a paragraph with pay range), Schedule (maybe a paragraph with schedule details). Also maybe "About The Team" but we removed. We must not duplicate content. Ensure we preserve all details. Let's extract: Job Description Customer Care Representative II - Bilingual (English/Spanish) Start date: October 19th 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 up to 70 callers daily 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. The successful candidate must be able to work the following hours and schedule: 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. After successful completion of training, you will be assigned to your 9-hour shift based on the needs of the business. You also may be required, given the business need, to work occasional overtime. This role is equally challenging and rewarding. You'll be on the phone for long periods of time and encounter all types of communication styles and personalities as you help resolve conflicts or issues. You'll deal with stressful situations and resolve complex health care concerns in a positive, simplified manner so that callers fully understand their health care plans and solutions. Pay range: $20 - $23 per hour 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. Benefits Information We are proud to offer best-in-class benefits and programs to support employees and their families in living healthy, happy lives. Our pay and benefit plans have been designed to promote employee health in all respects – physical, financial, and developmental. Depending on whether it is a part-time or full-time position, some of the benefits offered may include: Day 1 Medical, supplemental health, dental & vision for FT employees who work 30+ hours Best-in-class well-being programsAnnual, no-cost health assessment program Blueprint for Wellness®healthyMINDS mental health programVacation and Health/Flex Time6 Holidays plus 1 "MyDay" offFinFit financial coaching and services401(k) pre-tax and/or Roth IRA with company match up to 5% after 12 months of serviceEmployee stock purchase planLife and disability insurance, plus buy-up optionFlexible Spending AccountsMatching gifts programEducation assistance through MyQuest for EducationCareer advancement opportunitiesand so much more! 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 resolutionThorough navigation of the Quest Billing System and other applicable applicationsMaintain tracking log of all patient contactsAbility to perform additional projects or tasks based on business needMaintain all compliance and HIPAA regulations at all times Qualifications 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. We also have "About The Team" but we removed. Now produce HTML:

About the role

... (intro paragraph plus schedule details? Actually schedule details could go under Schedule section. But we can include schedule details in About the role? Better to separate schedule. The instruction: Use headings for sections like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. So we should separate schedule into its own

Schedule

. Similarly Pay. Thus About the role should contain the descriptive paragraphs about role purpose, call volume, compassion, etc, but not schedule details. We'll split. Let's craft About the role paragraph(s): 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 up to 70 callers daily 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. This role is equally challenging and rewarding. You'll be on the phone for long periods of time and encounter all types of communication styles and personalities as you help resolve conflicts or issues. You'll deal with stressful situations and resolve complex health care concerns in a positive, simplified manner so that callers fully understand their health care plans and solutions. That covers role description. Schedule section: include training attendance requirement, full-time Monday-Friday 40 hours/week, 9-hour shift including breaks/lunch, workable hours 8:30 AM - 8:00 PM ET, after training assigned regular schedule 9-hour shifts between 8:30 AM to 8:00 PM based on business necessity, occasional overtime. Pay section: Pay range $20 - $23 per hour, salary offers based on factors, eligible for annual performance bonus. Benefits section: list benefits as

• ... each item. We need to parse benefits list: The text: "Day 1 Medical, supplemental health, dental & vision for FT employees who work 30+ hours Best-in-class well-being programsAnnual, no-cost health assessment program Blueprint for Wellness®healthyMINDS mental health programVacation and Health/Flex Time6 Holidays plus 1 "MyDay" offFinFit financial coaching and services401(k) pre-tax and/or Roth IRA with company match up to 5% after 12 months of serviceEmployee stock purchase planLife and disability insurance, plus buy-up optionFlexible Spending AccountsMatching gifts programEducation assistance through MyQuest for EducationCareer advancement opportunitiesand so much more!" It's a bit messy with missing punctuation. We need to split into sensible items. Let's try to extract items: - 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 - and so much more! (maybe we can omit "and so much more!" as filler? It's vague; better to omit as it's not specific.) We'll keep the specific items. Responsibilities list: split by sentences: - 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 Qualifications list: split: - Bilingual, 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