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

Pay range: $19.41 - $24/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.

Demonstrates skill and passion to deliver exceptional and consistent customer experience of a moderate complexity, while utilizing multiple customer communication channels, which may include voice, mail, email, chat, AI related inquiries, etc.

• Make out-bound calls to clients, Quest labs, and other internal customers with information to help escalate billing issues for a timely resolution
• Develop and maintain productive relationships with customers (e.g., provide a good first impression, command attention and respect, maintain professional tone, demonstrate confidence, de-escalate/defuse customers 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 set lunch schedule for phone coverage, and managing internal and external mailboxes
• Perform all aspects of research needed to take place for accurate billing resolution which includes but is not limited to, reviewing account activity and previous notes in billing system.
• Be the liaison for having direct contact with clients, Quest labs, Accounts Payable, and local Quest standard business units and Quest non-standard business units on behalf of clients with billing issues
• Work directly with the ES Business Unit to educate them on billing practices and protocols for accurate communication to clients
• Thorough navigation of both Quest Billing System and the Billing Web is needed to handle requests
• Ensure accurate follow-up is being handled outside the team
• Follow Quest guidelines and SOP’s

Required Work Experience:

• 2 or more years related customer service excellence experience in healthcare-related field.

• Experience delivering complex customer service excellence and achieving productivity/accuracy/quality standards

Knowledge:

• Knowledge of billing/finance and eligibility processes, practices, and concepts

Align to Quest Culture & How We Work:

• CUSTOMER FIRST - We serve the needs of our patients and customers first and foremost.
• CARE - We show each person they matter.
• COLLABORATION - We commit teamwork - inside and outside of Quest.
• CONTINUOUS IMPROVEMENT - We challenge ourselves to make each day better than the last.
• CURIOUSITY - We ask vital questions in search of richer answers.
• FOUNDATIONAL REQUIREMENTS: Good performance & productivity, good attendance, good conduct, good teamwork.

• Typically, cross trained in 2 or more moderately complex areas with demonstrated skills in each.

Skills:

Technical:

• Prefer good digital skills computer (Outlook & Excel), phone systems, chat, automation, and AI.

Continuous Improvement:

• Embrace and thrive in an environment of continuous improvement, innovation, and leveraging digital.

Education:

• High school diploma, GED (or higher) (Required)