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 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 daily, offering guidance, support, and resolution for escalated issues. This role is equally challenging and rewarding: you'll be on the phone for extended periods, encountering diverse communication styles and personalities while helping resolve conflicts or issues. You'll deal with stressful situations and simplify complex healthcare concerns so callers fully understand their health plans and solutions.

Responsibilities

• Answer a high volume of calls from patients or their representatives, evaluating and responding to all aspects of billing inquiries, including translating medical terminology into easy-to-understand information.
• Research, troubleshoot, and resolve complex billing issues and customer complaints, ensuring full resolution.
• Thoroughly 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 need.
• Maintain all compliance and HIPAA regulations at all times.

Qualifications

• Bilingual: English and Spanish.
• Must be 18 years or older.
• High-school graduate or 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 healthcare setting analyzing and resolving customer healthcare concerns.
• Knowledge of healthcare claims billing/finance and eligibility processes, practices, and concepts.
• Proficient in translating healthcare-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, including navigating and learning new and complex computer system applications.
• Ability to work any nine‑hour shift, including breaks and lunches, between Monday‑Friday, 8:30 AM – 8:00 PM ET.
• Ability to commit to full‑time attendance during training with no absences.
• Ability to be accountable and work independently.
• Demonstrated skillful listening, information collection, rapport building, and compassionate response to customers.
• Proficient conflict‑management skills, including the ability to resolve stressful situations.

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.
• Matching gifts program.
• Education assistance through MyQuest for Education.
• Career advancement opportunities.

Pay

Pay range: $20 - $23 per hour

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. After training, you will be assigned a regular 9‑hour shift within that window based on business necessity; occasional overtime may be required.