Customer Service Representative - Billing II

Job Description

Customer Service Representative - Billing II – Monday to Friday, 8:30 AM – 5:00 PM Eastern

As a Customer Service Rep – Billing II, you will work by phone or correspondence to gather missing information to ensure proper billing to clients, patients, or third‑party insurances. This is an excellent opportunity for someone with previous customer service experience in a professional office setting who is interested in moving into a new area while learning additional skills.

$19.41 – $24 per hour. Salary offers are based on a wide range of factors including relevant skills, training, experience, education, and certifications. Successful candidates may be eligible for annual performance bonus compensation.

• 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

• Make outbound calls to clients, Quest labs, and other internal customers to convey information and help resolve billing issues in a timely manner.
• Develop and maintain productive relationships with customers, providing a good first impression, maintaining a professional tone, and de‑escalating as needed.
• Manage internal customer service mailbox requests within 5–7 business days.
• Research and resolve correspondence from paper, fax, email, or phone call.
• Work all correspondence batches in date order following the timeline for completion.
• Use effective communication within the team to ensure consistent coverage of duties such as staffing for phones, adhering to lunch schedules, and managing mailboxes.
• Perform all aspects of research necessary for accurate billing resolution, including reviewing account activity and previous notes in the billing system.
• Act as liaison for direct contact with clients, Quest labs, Accounts Payable, and local Quest business units regarding billing issues.
• Work directly with the ES Business Unit to educate them on billing practices and protocols for accurate communication to clients.
• Navigate both Quest Billing System and the Billing Web to handle requests.
• Ensure accurate follow‑up is handled outside the team.
• Follow Quest guidelines and SOPs.

• At least 2 years of customer service experience in a healthcare‑related field.
• Experience delivering complex customer service and achieving productivity, accuracy, and quality standards.
• Knowledge of billing, finance, and eligibility processes and concepts.
• Good digital skills in computer use (Outlook & Excel), phone systems, chat, automation, and AI.
• High school diploma, GED, or higher (required).
• Passable knowledge of continuous improvement practices.

• CUSTOMER FIRST – We serve patients and customers first.
• CARE – We show each person they matter.
• COLLABORATION – We commit to teamwork inside and outside Quest.
• CONTINUOUS IMPROVEMENT – We challenge ourselves to make each day better.
• CURIOUSITY – We ask vital questions for richer answers.
• FOUNDATIONAL REQUIREMENTS – Good performance, productivity, attendance, conduct, and teamwork.
• Typically cross‑trained in 2+ moderately complex areas with demonstrated skills in each.

High school diploma, GED, or higher (required).

Equal Opportunity

Employer:

Race/Color/Sex/Sexual Orientation/Gender Identity/Religion/National Origin/Disability/Vets or any other legally protected status.