Customer Service Representative - Billing II

Job Description

Customer Service Representative - Billing II

Pay range: $17.20+ 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.

Start date:

July 13th

As a Billing Customer Service Representative, you will 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 will provide compassionate and empathetic support to 50 to 70 callers, guiding them to resolve escalated issues.

• A full‑time, Monday‑Friday schedule with a daily 9‑hour shift, including breaks and lunch. You must be able to work between 8:30 AM and 8:00 PM ET. After training, you will be assigned a regular schedule of 9‑hour shifts between 8:30 AM and 8:00 PM, based on business necessity.
• You must be able to fully attend our training program. Successful candidates are expected to attend all trainings during the initial 90‑day program. Training hours are 8:30 AM to 5:00 PM (Phase I) and 9:00 AM to 5:30 PM (Phase II).

This position is full‑time (40 hours/week) Monday‑Friday. The shift is as follows:

• Virtual Instructor‑Led Training (approximately 6 weeks): 8:30 AM to 5:00 PM
• On‑the‑Job Training (approximately 90 days): 9:00 AM – 5:30 PM
• Deployment to full‑time position: the nationwide call center is open from 8:30 AM – 8:00 PM.
• After training, you will be assigned one of the following shifts based on business need:
  • 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 may also be required, given business need, to work occasional overtime.

This role is challenging and rewarding. You will be on the phone for long periods, dealing with diverse communication styles and personalities while resolving conflicts or issues. You will handle stressful situations and resolve complex health‑care concerns in a clear, simplified manner so callers fully understand their health‑care plans and solutions.

• 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®
• healthy MINDS mental health program
• Vacation and Health/Flex Time
• 6 holidays plus 1 'MyDay' off
• Fin Fit 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
• and so much more!

• Answer a high volume of calls from patients or 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 needs.
• Maintain all compliance and HIPAA regulations at all times.

Required Qualifications

• High School Diploma / GED (or higher)
• 2+ years of experience in a call center handling a high volume of inbound calls.
• 2+ years of experience in a medical office or health care setting analyzing and…