Customer Service Representative - Billing

Customer Service Representative - Billing at Quest Diagnostics

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Customer Service Representative - Billing

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Category Corporate Location Marlborough, Massachusetts Job function Finance Job family Billing

Shift Day Employee type Regular Full-Time Work mode Remote

Job DescriptionCustomer Service Representative - Billing - Mon - Thurs, 8:30AM-5:00PM Eastern and Fri, 7:30AM - 4:00PM EasternAs a Customer Service Representative, you''ll compassionately deliver an exceptional experience to 50 or more callers per day, always remembering that there is a real person on the other end of the phone who is looking for help, guidance, and support. You''ll also provide support to your team members by serving as a resource or subject matter expert. Both of these are opportunities for you to identify and exceed our customer expectations by committing to and building strong relationships internally and externally. At the end, you'll know you performed with integrity and delivered the best customer service experience making all your customers and team members feel better because they talked to you.This position is full-time. Employees are required to work an 8-hour shift schedules during our normal business hours of 8:30am - 5:00pm EST Monday - Thursday, and 7:30am - 4:00pm EST Friday. It may be necessary, given the business need, to work occasional overtime.We offer on the job training which will be aligned with your schedule.Pay range: 17.20/hr +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.Benefits information:We are proud to offer best-in-class benefits and programs to support employees and their families in living healthy, happy lives. Our pay and benefit plans have been designed to promote employee health in all respects - physical, financial, and developmental. Depending on whether it is a part-time or full-time position, some of the benefits offered may include:Day 1 Medical, supplemental health, dental & vision for FT employees who work 30+ hours Best-in-class well-being programsAnnual, no-cost health assessment program Blueprint for WellnesshealthyMINDS mental health programVacation and Health/Flex Time6 Holidays plus 1 "MyDay" offFinFit financial coaching and services401(k) pre-tax and/or Roth IRA with company match up to 5% after 12 months of serviceEmployee stock purchase planLife and disability insurance, plus buy-up optionFlexible Spending AccountsMatching gifts programEducation assistance through MyQuest for EducationCareer advancement opportunitiesand so much more!Responsibilities: Answer a high volume of calls from patients or their representative regarding the Athena Alliance Program (AAP), patient invoices, payment plans, credit card payments, patient pricing, and general customer concerns.Contact patients for a variety of reasons including, but not limited to:Explaining the Athena Alliance Program (AAP) and how to fill out the applicationExplaining and obtaining a signed Advance Beneficiary Notice (ABN) required for Medicare patientsObtaining prepayment when requiredPre-collection calls to patients who have not paid their invoicesEvaluate and respond to all aspects of written billing inquiries and updating invoicesResearch, troubleshoot and resolve complex billing issues and customer complaints, taking all steps to resolve and ensure full resolutionUpdate patient spreadsheets regarding AAP, write offsMaintain all Compliance and HIPAA regulations at all timesAbility to work in a fast-paced environmentAbility to meet quality standardsAbility to meet production standardsAbility to handle other projects as assignedQualifications: Required Qualifications:High School Diploma / GEDMust be 18 years of age or older2+ years of customer service experience OR experience in a medical office, health care call-center, or office setting analyzing and solving customer problems.Familiarity with computer and Windows PC applications, which includes the ability to learn new and complex computer system applicationsAbility to work Monday - Thursday, 08:30AM -05:00PM EST, and Friday 07:30AM - 04:00PM ESTPreferred QualificationsPrevious experience working in a remote setting Health care experienceMedical terminology experience Data entry experience Bilingual Fluency in English and SpanishKnowledge of billing/finance and eligibility processes, practices, and conceptsProficient in translating health care-related jargon and complex processes into simple, step-by-step instructions customers can understand and act upon.Telecommuting Requirements*:Ability to keep all company sensitive documents secure (if applicable).Required to have a dedicated work area established that is separated from other living areas and provides information privacy.Must live in a location that can receive high-speed internet connection or leverage an existing high-speed internet service.Soft Skills:Demonstrated ability to listen skillfully, collect relevant information, build rapport, and respond to customers in a compassionate mannerStrong organizational skillsProficient conflict management skills including the ability to resolve stressful situationsExcellent communication skillsDemonstrated problem solving skills65186Quest Diagnostics honors our service members and encourages veterans to apply. While we appreciate and value our staffing partners, we do not accept unsolicited resumes from agencies. Quest will not be responsible for paying agency fees for any individual as to whom an agency has sent an unsolicited resume. Equal Opportunity Employer: Race/Color/Sex/Sexual Orientation/Gender Identity/Religion/National Origin/Disability/Vets or any other legally protected status.

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Quest Diagnostics is an equal employment opportunity employer. Our policy is to recruit, hire and promote qualified individuals without regard to race, color, religion, sex, age, national origin, disability, veteran status, sexual orientation, gender identity, or any any other legally protected status . Quest Diagnostics observes minimum age requirements established by federal, state and/or local laws, and will ask an applicant for verification when deemed necessary. Quest Diagnostics is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please complete the accommodation request form.

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