Customer Care Representative II - Bilingual (English/Spanish)

Start date: October 5th

About the role

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 up to 70 callers, offering guidance, support, and resolution for escalated issues. This role is both challenging and rewarding, requiring you to handle long periods on the phone, navigate diverse communication styles, and resolve complex healthcare concerns in a positive, simplified manner so callers fully understand their healthcare plans and solutions.

Schedule

You must be able to fully attend our training program, committing to full-time attendance (Monday–Friday, 40 hours/week) with no absences. Daily shifts are 9 hours, including breaks and lunch, between 8:30 AM and 8:00 PM ET.

After training, you will be assigned a regular 9-hour shift within the same hours, based on business necessity. Possible shifts include:

• 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.

Pay

Pay range: $17.20+ per hour. Salary offers consider relevant skills, training, experience, education, certifications, market factors, and organizational considerations. Successful candidates may be eligible for annual performance bonus compensation.

Benefits

We offer best-in-class benefits and programs to support employees and their families, including:

• Day 1 medical, supplemental health, dental, and vision for full-time employees (30+ hours/week)
• Best-in-class well-being programs, including:
  • 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

Responsibilities

• Answer a high volume of calls from patients or their representatives, evaluating and responding to all aspects of billing inquiries, including insurance billing and invoice updates.
• Research, troubleshoot, and resolve complex billing issues and customer complaints, ensuring full resolution.
• Navigate the Quest Billing System and other applicable applications.
• Maintain a tracking log of all patient contacts.
• Perform additional projects or tasks based on business needs.
• Maintain compliance with all HIPAA regulations at all times.

Requirements

• Bilingual (English and Spanish).
• 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 healthcare setting, analyzing and resolving customer healthcare concerns.
• Knowledge of healthcare claims billing/finance and eligibility processes, practices, and concepts.
• Ability to translate healthcare-related jargon and complex processes into simple, step-by-step instructions for customers.
• Demonstrated ability using computers and Windows PC applications, including navigating and learning new and complex computer systems.
• Ability to work any nine-hour shift (including breaks and lunch) between Monday–Friday, 8:30 AM – 8:00 PM ET.
• Ability to commit to full-time attendance during the training period with no absences.
• Demonstrated ability to listen skillfully, collect relevant information, build rapport, and respond to customers compassionately.
• Proficient conflict management skills, including resolving stressful situations.
• Must be 18 years or older.