Customer Service Representative - Billing II

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.

Responsibilities

• Answer a high volume of calls from patients or their representative, regarding patient bill balances, payment plans, credit card payments, patient pricing, rebilling insurance companies and general customer concerns.
• Evaluate and respond to all aspects of billing inquiries, including but not limited to billing insurances, and updating invoices.
• 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.
• Maintain all compliance and HIPAA regulations at all times.

Requirements

• A high school diploma or equivalent (GED).
• Two years of experience working in a call center handling a high volume of inbound calls.
• Two 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.
• Ability to perform additional projects or tasks based on business need.
• Ability to work any nine-hour shift, including breaks and lunches, between Monday-Friday, from 8:30 AM – 8:00 PM ET.
• Demonstrated ability to listen skillfully, collect relevant information, build rapport, and respond to customers in a compassionate manner.
• Demonstrated ability to resolve stressful situations.
• Must be 18 years or older.

Qualifications

• High School Diploma / GED (or higher).
• Two years of experience working in a call center handling a high volume of inbound calls.
• Two 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.
• Ability to perform additional projects or tasks based on business need.
• Ability to work any nine-hour shift, including breaks and lunches, between Monday-Friday, from 8:30 AM – 8:00 PM ET.
• Demonstrated ability to listen skillfully, collect relevant information, build rapport, and respond to customers in a compassionate manner.
• Demonstrated ability to resolve stressful situations.
• Must be 18 years or older.

SkillsProficiency in navigating and learning new and complex computer system applications.

Strong communication and interpersonal skills.

Excellent problem-solving and conflict management skills.

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® 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.
• Annual incentive plans.
• Matching gifts program.
• Education assistance through MyQuest for Education.
• Career advancement opportunities.

Pay and Schedule

• Start date: August 10th.
• Full-time, Monday - Friday work schedule with a daily 9-hour shift, including breaks and lunch.
• 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.
• The nationwide call center is open from 8:30 AM – 8:00 PM.
• After successful completion of training, based on business need, one of the following shifts will be assigned to you: 8:30 AM – 5:00 PM, 9:30 AM – 6:00 PM, 10:30 AM – 7:00 PM, 11:30 AM – 8:00 PM.
• You also may be required, given the business need, to work occasional overtime.