Customer Service Representative - Billing II; Bilingual - English​/Spanish

Job Description

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'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 providing guidance, support, and resolution for escalated issues. This is no small opportunity. This is where you can bring your compassion for others while building your career.

The successful candidate must be able to work the following hours and schedule:

• A full‑time, Monday‑Friday work schedule with a daily 9‑hour shift, including breaks and lunch. You must be able to work between the hours of 8:30 AM and 8:00 PM, all ET. After training concludes, you will be assigned a regular schedule with 9‑hour shifts between the hours of 8:30 AM to 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 our initial training program, for the first 90 days of employment. 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.

• Virtual Instructor‑Led Training (approximately 6 weeks): 8:30 AM to 5:00 PM
• On‑the‑Job‑Training (OJT) 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.
• To meet the needs of the business during operating hours, we have four shifts. After successful completion of training, based on business need, one of the following shifts will be assigned to you:
  • 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 also may be required, given the business need, to work occasional overtime.

This role is equally challenging and rewarding. You'll be on the phone for long periods of time and encounter all types of communication styles and personalities as you help resolve conflicts or issues. You'll deal with stressful situations and resolve complex health care concerns in a positive, simplified manner so that callers fully understand their health care plans and solutions.

Benefits information:

• Day 1 Medical, supplemental health, dental & vision for FT employees who work 30+ hours
• Annual, no‑cost health assessment program Blueprint for Wellness®
• healthy MINDS mental health program
• Vacation and Health/Flex Time
• 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
• and so much more!

• Answer a high volume of calls from patients or their representative, 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 but not limited to billing insurances, and updating invoices
• Research, troubleshoot and resolve complex billing issues and customer complaints, taking all steps to resolve and ensure full resolution
• Thorough navigation of the Quest Billing System and other applicable applications
• Maintain tracking log of all patient contacts
• Ability to perform additional projects or tasks based on business need
• Maintain all compliance and HIPAA regulations at all times

• High School Diploma / GED (or higher)
• Bi‑lingual, 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 health care setting analyzing and resolving customer health care concerns.
• Knowledge…