Customer Service Representative II - Bilingual (English/Spanish)

About the role

Start date: November 30th. 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, offering guidance, support, and resolution for escalated issues. Quest Diagnostics honors our service members and encourages veterans to apply. This role is both challenging and rewarding, allowing you to bring your compassion for others while building your career.

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 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: English and Spanish.
• Must be 18 years or older.
• High‑school graduate or 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