Customer Care Representative II - Bilingual (English/Spanish)

About the role

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 to up to 70 callers daily, providing guidance, support, and resolution for escalated issues. This role is equally challenging and rewarding, requiring you to be on the phone for long periods, handle diverse communication styles, resolve stressful situations, and simplify complex health care concerns so callers fully understand their 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, taking all steps to 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

• 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, including navigating and learning 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.
• 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 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. 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.

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, with occasional overtime possible.