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 with no absences. Training requires full-time attendance (40 hours/week, Monday–Friday) with a daily 9-hour shift, including breaks and lunch, between the hours of 8:30 AM and 8:00 PM ET.
After training, you will be assigned a regular schedule with 9-hour shifts between 8:30 AM and 8:00 PM ET, based on business necessity. One of the following shifts will be assigned:
- 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 need.
Pay
Pay range: $17.20+ per hour. Salary offers are based on 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 in living healthy, happy lives. Depending on full-time status (30+ hours/week), benefits may include:
- Day 1 medical, supplemental health, dental, and vision coverage
- 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 need.
- 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.
- Proficient in translating healthcare-related jargon and complex processes into simple, step-by-step instructions.
- 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 (specific shift assigned after training).
- 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.