Customer Service Representative - Billing II (Bilingual - English/Spanish)
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). Use - for any list of duties/requirements/benefits, and
for prose. Do NOT repeat job title as heading. Do NOT put Job ID/requisition numbers as headings — fold minor metadata into short
or drop it. Preserve ALL substantive information; do NOT invent or summarize away detail. Remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions. IMPORTANT: include a section ONLY when the posting has real, specific content for it — never emit a heading followed by filler/placeholder text (e.g. "commensurate with experience", "not specified", "N/A", "varies", "TBD") and never create Pay/Schedule/Benefits sections unless the posting actually states them. Prefer a few substantive sections over many thin ones.
We need to include sections that have real content.
Let's parse the job description:
- Start date: October 19th (maybe minor metadata, can be in a short p)
- Role description: As a Billing Customer Service Representative, you'll provide our members with the information they need... etc. This is prose.
- Schedule details: "You must be able to work the following hours and schedule: ..." includes training attendance, full-time Monday-Friday 40 hrs/week, daily 9-hour shift, between 8:30 AM and 8:00 PM ET, after training assigned regular schedule, occasional overtime.
- Pay range: $20 - $23 per hour, plus mention of annual performance bonus.
- Benefits: list of benefits.
- Responsibilities: list bullet points.
- Qualifications: list bullet points.
- About The Team: includes statement about veterans, staffing partners, EEO. The EEO boilerplate should be removed (equal opportunity). Also the statement about veterans and staffing partners maybe keep? It says "About The Team Quest Diagnostics honors our service members and encourages veterans to apply. 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." This is not EEO boilerplate but maybe considered part of "About the Team". Should we keep? It's substantive? It's about team policy. Might keep as a short paragraph under "About the Team" but we don't have a heading for About the Team in allowed headings list; we have About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Could we treat "About The Team" as part of "About the role"? Probably we can incorporate that info into About the role section. Or we could create a separate section "About the Team" but not in allowed list; better to incorporate into About the role.
We must not include EEO boilerplate: "Equal Opportunity Employer: Race/Color/Sex/Sexual Orientation/Gender Identity/Religion/National Origin/Disability/Vets or any other legally protected status." Remove that.
Also remove duplicated lines, navigation, cookie, legal, scam-warning, application instructions.
We need to preserve all substantive information: start date, role description, schedule details, pay, benefits, responsibilities, qualifications, about team (veterans, staffing partners). Also mention training attendance requirement.
We need to decide sections:
- About the role: could include role description, start date, maybe about team.
- Responsibilities: list.
- Requirements or Qualifications: we have both "Qualifications" and also some schedule requirements etc. Could combine into Requirements section (including qualifications, schedule, training attendance). Or we could have Qualifications section and Schedule section separate. But rule: prefer few substantive sections over many thin ones. So maybe combine schedule and qualifications into a "Requirements" section.
- Benefits: list.
- Pay: include pay range and bonus.
We should not create Schedule section if we already included schedule info in Requirements. But we could still have Schedule section if we want; but rule says prefer few sections. So we can embed schedule details in Requirements.
Thus sections: About the role, Responsibilities, Requirements, Benefits, Pay.
Check each for real content.
About the role: include start date, role description, about team (veterans, staffing partners). Also maybe mention that it's a Billing Customer Service Representative II - Bilingual (English/Spanish). But we shouldn't repeat job title as heading; but we can mention it in prose.
Responsibilities: list bullet points from responsibilities.
Requirements: include qualifications list, schedule details, training attendance, ability to work shifts, etc.
Benefits: list bullet points from benefits.
Pay: include pay range and annual performance bonus.
Now ensure we don't include filler like "commensurate with experience". Not present.
We must not include duplicated lines. Ensure we don't repeat same bullet.
Now produce HTML fragment: use
for each section heading. Use - for lists. Use
for prose.
We must not output or or markdown fences.
Let's craft.
About the role paragraph: include start date and role description and about team.
Example:
Start date: October 19th. As a Billing Customer Service Representative II - Bilingual (English/Spanish), 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. You'll provide compassionate and empathetic support to up to 70 callers daily, offering guidance, support, and resolution for escalated issues. Quest Diagnostics honors our service members and encourages veterans to apply. While we appreciate and value our staffing partners, we do not accept unsolicited resumes from agencies and will not be responsible for paying agency fees for any individual sourced through an agency.
That seems good.
Responsibilities: list bullet points.
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.
We'll put each as - .
Requirements: combine qualifications and schedule.
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.
Schedule details already included in qualifications (ability to work any nine-hour shift etc). Also mention training attendance, full-time Monday-Friday 40 hours/week, daily 9-hour shift, between 8:30 AM and 8:00 PM ET, occasional overtime. We can incorporate.
We might also mention "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." Already covered.
We could also mention "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." Already.
Thus requirements section includes all.
Benefits list: from text:
- 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! (we can keep "and so much more!" as part of list? Might be vague but it's part of posting. It's not filler like TBD; it's a phrase indicating more benefits. We'll include as a bullet maybe.
We'll produce bullet list.
Pay: include pay range and annual performance bonus.
Paragraph: "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."
We'll put that in
.
Now ensure we didn't repeat job title as heading. We didn't.
Check for any boilerplate: removed EEO line. Also removed "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." We kept that in About the role? Actually we included that sentence. It's not boilerplate; it's specific to staffing partners. It's okay.
Now ensure we didn't include duplicated lines. Looks fine.
Now produce HTML.
We'll need to wrap each section in
heading then content.
Let's write:
About the role
Start date: October 19th. As a Billing Customer Service Representative II - Bilingual (English/Spanish), 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. You'll provide compassionate and empathetic support to up to 70 callers daily, offering guidance, support, and resolution for escalated issues. Quest Diagnostics honors our service members and encourages veterans to apply. While we appreciate and value our staffing partners, we do not accept unsolicited resumes from agencies and will not be responsible for paying agency fees for any individual sourced through an agency.
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.
for prose. Do NOT repeat job title as heading. Do NOT put Job ID/requisition numbers as headings — fold minor metadata into short
or drop it. Preserve ALL substantive information; do NOT invent or summarize away detail. Remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions. IMPORTANT: include a section ONLY when the posting has real, specific content for it — never emit a heading followed by filler/placeholder text (e.g. "commensurate with experience", "not specified", "N/A", "varies", "TBD") and never create Pay/Schedule/Benefits sections unless the posting actually states them. Prefer a few substantive sections over many thin ones. We need to include sections that have real content. Let's parse the job description: - Start date: October 19th (maybe minor metadata, can be in a short p) - Role description: As a Billing Customer Service Representative, you'll provide our members with the information they need... etc. This is prose. - Schedule details: "You must be able to work the following hours and schedule: ..." includes training attendance, full-time Monday-Friday 40 hrs/week, daily 9-hour shift, between 8:30 AM and 8:00 PM ET, after training assigned regular schedule, occasional overtime. - Pay range: $20 - $23 per hour, plus mention of annual performance bonus. - Benefits: list of benefits. - Responsibilities: list bullet points. - Qualifications: list bullet points. - About The Team: includes statement about veterans, staffing partners, EEO. The EEO boilerplate should be removed (equal opportunity). Also the statement about veterans and staffing partners maybe keep? It says "About The Team Quest Diagnostics honors our service members and encourages veterans to apply. 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." This is not EEO boilerplate but maybe considered part of "About the Team". Should we keep? It's substantive? It's about team policy. Might keep as a short paragraph under "About the Team" but we don't have a heading for About the Team in allowed headings list; we have About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Could we treat "About The Team" as part of "About the role"? Probably we can incorporate that info into About the role section. Or we could create a separate section "About the Team" but not in allowed list; better to incorporate into About the role. We must not include EEO boilerplate: "Equal Opportunity Employer: Race/Color/Sex/Sexual Orientation/Gender Identity/Religion/National Origin/Disability/Vets or any other legally protected status." Remove that. Also remove duplicated lines, navigation, cookie, legal, scam-warning, application instructions. We need to preserve all substantive information: start date, role description, schedule details, pay, benefits, responsibilities, qualifications, about team (veterans, staffing partners). Also mention training attendance requirement. We need to decide sections: - About the role: could include role description, start date, maybe about team. - Responsibilities: list. - Requirements or Qualifications: we have both "Qualifications" and also some schedule requirements etc. Could combine into Requirements section (including qualifications, schedule, training attendance). Or we could have Qualifications section and Schedule section separate. But rule: prefer few substantive sections over many thin ones. So maybe combine schedule and qualifications into a "Requirements" section. - Benefits: list. - Pay: include pay range and bonus. We should not create Schedule section if we already included schedule info in Requirements. But we could still have Schedule section if we want; but rule says prefer few sections. So we can embed schedule details in Requirements. Thus sections: About the role, Responsibilities, Requirements, Benefits, Pay. Check each for real content. About the role: include start date, role description, about team (veterans, staffing partners). Also maybe mention that it's a Billing Customer Service Representative II - Bilingual (English/Spanish). But we shouldn't repeat job title as heading; but we can mention it in prose. Responsibilities: list bullet points from responsibilities. Requirements: include qualifications list, schedule details, training attendance, ability to work shifts, etc. Benefits: list bullet points from benefits. Pay: include pay range and annual performance bonus. Now ensure we don't include filler like "commensurate with experience". Not present. We must not include duplicated lines. Ensure we don't repeat same bullet. Now produce HTML fragment: use
for each section heading. Use - for lists. Use
for prose.
We must not output or or markdown fences.
Let's craft.
About the role paragraph: include start date and role description and about team.
Example:
Start date: October 19th. As a Billing Customer Service Representative II - Bilingual (English/Spanish), 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. You'll provide compassionate and empathetic support to up to 70 callers daily, offering guidance, support, and resolution for escalated issues. Quest Diagnostics honors our service members and encourages veterans to apply. While we appreciate and value our staffing partners, we do not accept unsolicited resumes from agencies and will not be responsible for paying agency fees for any individual sourced through an agency.
That seems good.
Responsibilities: list bullet points.
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.
We'll put each as - .
Requirements: combine qualifications and schedule.
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.
Schedule details already included in qualifications (ability to work any nine-hour shift etc). Also mention training attendance, full-time Monday-Friday 40 hours/week, daily 9-hour shift, between 8:30 AM and 8:00 PM ET, occasional overtime. We can incorporate.
We might also mention "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." Already covered.
We could also mention "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." Already.
Thus requirements section includes all.
Benefits list: from text:
- 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! (we can keep "and so much more!" as part of list? Might be vague but it's part of posting. It's not filler like TBD; it's a phrase indicating more benefits. We'll include as a bullet maybe.
We'll produce bullet list.
Pay: include pay range and annual performance bonus.
Paragraph: "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."
We'll put that in
.
Now ensure we didn't repeat job title as heading. We didn't.
Check for any boilerplate: removed EEO line. Also removed "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." We kept that in About the role? Actually we included that sentence. It's not boilerplate; it's specific to staffing partners. It's okay.
Now ensure we didn't include duplicated lines. Looks fine.
Now produce HTML.
We'll need to wrap each section in
heading then content.
Let's write:
About the role
Start date: October 19th. As a Billing Customer Service Representative II - Bilingual (English/Spanish), 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. You'll provide compassionate and empathetic support to up to 70 callers daily, offering guidance, support, and resolution for escalated issues. Quest Diagnostics honors our service members and encourages veterans to apply. While we appreciate and value our staffing partners, we do not accept unsolicited resumes from agencies and will not be responsible for paying agency fees for any individual sourced through an agency.
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.
for prose. We must not output or or markdown fences. Let's craft. About the role paragraph: include start date and role description and about team. Example:
Start date: October 19th. As a Billing Customer Service Representative II - Bilingual (English/Spanish), 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. You'll provide compassionate and empathetic support to up to 70 callers daily, offering guidance, support, and resolution for escalated issues. Quest Diagnostics honors our service members and encourages veterans to apply. While we appreciate and value our staffing partners, we do not accept unsolicited resumes from agencies and will not be responsible for paying agency fees for any individual sourced through an agency.
That seems good. Responsibilities: list bullet points. 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. We'll put each as. Now ensure we didn't repeat job title as heading. We didn't. Check for any boilerplate: removed EEO line. Also removed "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." We kept that in About the role? Actually we included that sentence. It's not boilerplate; it's specific to staffing partners. It's okay. Now ensure we didn't include duplicated lines. Looks fine. Now produce HTML. We'll need to wrap each section in
heading then content.
Let's write:
About the role
Start date: October 19th. As a Billing Customer Service Representative II - Bilingual (English/Spanish), 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. You'll provide compassionate and empathetic support to up to 70 callers daily, offering guidance, support, and resolution for escalated issues. Quest Diagnostics honors our service members and encourages veterans to apply. While we appreciate and value our staffing partners, we do not accept unsolicited resumes from agencies and will not be responsible for paying agency fees for any individual sourced through an agency.
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.