Customer Care Representative II - Bilingual (English/Spanish)

We need to output HTML fragment with sections: About the role, Responsibilities, Requirements (or Qualifications), Benefits, Pay, Schedule maybe. Must not repeat job title. Must not include Job ID etc. Remove boilerplate: EEO, etc. Must preserve all substantive info. Must not create sections with placeholder text. Must include only sections with real content. We need to parse the job description. Key content: - Start date: October 19th (maybe metadata, could be in a short p) - Role description: 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. - Schedule details: 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. - Pay range: $20 - $23 per hour. Salary offers based on factors... Successful candidates may be eligible to receive annual performance bonus compensation. - Benefits Information: list of benefits. - Responsibilities: bullet list of duties. - Qualifications: bullet list. - About The Team: includes statement about veterans, staffing partners, EEO. We need to remove EEO boilerplate and unsolicited resumes etc. The "About The Team" maybe contains some substantive content: "Quest Diagnostics honors our service members and encourages veterans to apply." That's substantive. Also "While we appreciate and value our staffing partners, we do not accept unsolicited resumes from agencies. Quest will not be responsible for paying agency fees for any individual as to whom an agency has sent an unsolicited resume." That's maybe boilerplate but could be considered not needed? It's about agency resumes; might be considered not essential but could be kept? The instruction: Remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions. The agency resume statement might be considered legal? It's about agency fees; could be considered boilerplate. Safer to remove it. Keep only "Quest Diagnostics honors our service members and encourages veterans to apply." That's substantive. Thus sections: - About the role (maybe combine the introductory paragraph and start date? Could have a short p for start date then a p for role description.) - Responsibilities (ul li) - Requirements/Qualifications (ul li) maybe combine qualifications. - Benefits (ul li) - Pay (p with pay range and maybe bonus note) - Schedule (p with schedule details) We must not create sections with placeholder text. All sections have real content. We must not repeat job title as heading. Use

for section headings. We must not include markdown fences. We must output only HTML fragment. Let's craft. First, maybe a

for start date: "Start date: October 19th." Then

About the role

then

with the role description paragraph(s). Could combine two paragraphs: first sentence about providing members info, second about compassionate support up to 70 callers daily, etc. Also include "This is no small opportunity..." etc. Then

Responsibilities

• ... each bullet. Responsibilities list from text: - 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 Make each as
• . Then

  Qualifications

  with qualifications list: - 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. Potentially also include "Ability to work any nine-hour shift..." duplicates schedule but it's part of qualifications; we keep. Then

  Benefits

  with benefits list: - 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 keep as a bullet? It's vague; maybe we can keep as a bullet but it's not specific. Could be considered filler. Might drop "and so much more!" as it's not specific. Better to keep only concrete items.) We need to preserve all substantive information; "and so much more!" is not substantive; could drop. Then

  Pay

  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.

  Then

  Schedule

  Full-time, Monday - Friday (40 hours/week) work schedule with a daily 9-hour shift, including breaks and lunch. Must be able to work between the hours of 8:30 AM and 8:00 PM ET. Must be able to fully attend training program with no absences. After training, assigned a regular 9-hour shift between 8:30 AM to 8:00 PM based on business necessity; occasional overtime may be required.

  We also need to include start date maybe as a p before About the role. Also include About The Team: "Quest Diagnostics honors our service members and encourages veterans to apply." Could be its own section maybe "About the Team". Use

  About the Team

  Quest Diagnostics honors our service members and encourages veterans to apply.

  We must not include EEO etc. Now ensure no duplicated lines. Check. Now produce HTML. Let's craft:

  Start date: October 19th.

  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 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.

  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 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

  • 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.

  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