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

About the role

As a Billing Customer Service Representative, you will provide members with the information they need to make better health decisions, helping them access the right care the first time. You will deliver compassionate and empathetic support to up to 70 callers daily, guiding, supporting, and resolving escalated issues. The role involves long periods on the phone, handling diverse communication styles, and resolving complex health‑care concerns in a clear, positive manner.

Responsibilities

• Answer a high volume of calls from patients or their representatives, evaluating and responding to all aspects of billing inquiries and translating medical terminology into easy‑to‑understand information.
• 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 all compliance and HIPAA regulations at all times.

Qualifications

• Bilingual in English and Spanish.
• 18 years of age or older.
• High‑school diploma or GED.
• 1+ years of experience 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 health‑care claims billing/finance and eligibility processes, practices, and concepts.
• Proficient in translating health‑care jargon and complex processes into simple, step‑by‑step instructions.
• Demonstrated ability to use computers and Windows PC applications, including learning new and complex systems.
• Ability to work any nine‑hour shift, including breaks and lunches, Monday‑Friday, between 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.
• Accountable, independent work style.
• Skilled listening, information gathering, rapport building, and compassionate response.
• Proficient conflict‑management skills, including resolving stressful situations.

Pay

Hourly rate range: $20 – $23 per hour. Salary offers consider relevant skills, training, experience, education, certifications, market, and organizational factors. Successful candidates may be eligible for an annual performance bonus.

Benefits

• Day 1 medical, supplemental health, dental & vision for full‑time employees (30+ hours/week).
• Best‑in‑class well‑being programs, including an annual no‑cost health assessment.
• Blueprint for Wellness® and healthyMINDS mental‑health program.
• Vacation and Health/Flex Time.
• Six holidays plus one “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 with optional buy‑up.
• Flexible Spending Accounts.
• Matching gifts program.
• Education assistance through MyQuest for Education.
• Career advancement opportunities.

Schedule

Full‑time, Monday‑Friday (40 hours/week) with a daily nine‑hour shift, including breaks and lunch. Must be able to work between 8:30 AM and 8:00 PM ET. After training, shift assignments are based on business necessity; occasional overtime may be required.