Customer Service Representative - Billing II (Bilingual - English/Spanish)

Start date: September 21st

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 50 to 70 callers, offering guidance, support, and resolution for escalated issues. This role is both challenging and rewarding, involving long periods on the phone and interactions with diverse communication styles and personalities. You'll handle stressful situations and resolve complex healthcare concerns in a positive, simplified manner to ensure callers fully understand their healthcare plans and solutions.

Responsibilities

• Answer a high volume of calls from patients or their representatives 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 billing insurances and updating invoices.
• Research, troubleshoot, and resolve complex billing issues and customer complaints, ensuring full resolution.
• Navigate the Quest Billing System and other applicable applications thoroughly.
• 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

• High School Diploma / GED (or higher).
• Bilingual in English and Spanish.
• 2+ years of experience working in a call center handling a high volume of inbound calls.
• 2+ 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 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 the 90-day training period (9:00 AM-5:30 PM ET), with no absences.
• 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.
• Must be 18 years or older.

Schedule

This is a full-time (40 hours/week) position, Monday – Friday. The schedule includes:

• Virtual Instructor-Led Training (approximately 6 weeks): 8:30 AM to 5:00 PM ET.
• On-the-Job-Training (OJT) (approximately 90 days): 9:00 AM – 5:30 PM ET.
• Deployment to full-time position: After successful completion of training, one of the following shifts will be assigned based on business need:
  • 8:30 AM – 5:00 PM ET
  • 9:30 AM – 6:00 PM ET
  • 10:30 AM – 7:00 PM ET
  • 11:30 AM – 8:00 PM ET

Occasional overtime may be required based on business needs.

Pay

Pay range: $17.20+ per hour. Salary offers are based on a wide range of factors including relevant skills, training, experience, education, and market/organizational factors. Successful candidates may be eligible to receive annual performance bonus compensation.

Benefits

We offer best-in-class benefits and programs to support employees and their families in living healthy, happy lives. Benefits include:

• Day 1 Medical, supplemental health, dental, and vision for full-time employees who work 30+ hours.
• 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.