Customer Service Representative - Billing II

Job Description

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

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.

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 programs
• Annual, no-cost health assessment program Blueprint for Wellness®
• healthyMINDS mental health program
• Vacation and Health/Flex Time
• 6 Holidays plus 1 "MyDay" off
• FinFit 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!
  
  

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.

Responsibilities

• Answer high volume calls on an ACD line from clients, regarding disputes, credit card payments, pricing and other general concerns on a daily basis
• Make out-bound calls to clients, Sales, Account Managers, 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 of internal and external mailboxes
• Work directly with the Collection Coordinators to process adjustments, manual sales and refunds for accurate invoicing
• Perform all aspects of research needed to take place for accurate billing resolution which includes but is not limited to, working mail returns, pulling chain of custody forms, requesting check pulls from Cash, reviewing account activity and previous notes in billing system.
• Be the liaison for having direct contact with clients, Quest labs, Accounts Payable, Sales reps, Account Managers, local Quest standard business units and
• Quest non-standard business units on behalf of clients with billing issues
• Thorough navigation of both Quest Billing System and the Billing Web is needed to handle requests
• Ensure accurate follow-up is being made on the status of disputes being handled outside the team
• Follow Quest and Optum 360’s guidelines and SOP’s
• Follow Compliance and HIPAA regulations at all times
• Assist Collectors and assisting with the collection of small balances
• Maintain average speed of answer and backlog days for correspondence
• Ability to meet production and quality standards set forth by the department
  
  

You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear directions on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

Qualifications

Required Qualifications:

• High School Diploma / GED or equivalent yrs of work experience
• Must be 18 years or older
• 2 years of customer service experience
• Ability to work once a month onsite at 400 Egypt Rd Norristown, PA 19403
• Ability to work full-time (40 hours/week) Monday - Friday. Employees are required to work an 8-hour shift schedule during our normal business hours of 8:30 am - 5:00 pm EST. It may be necessary, given the business need, to work occasional overtime.
  
  

Preferred Qualifications

• Billing experience
• Experience with Microsoft Office - Microsoft Word, Excel, PowerPoint, Outlook (ability to create, edit, save and send documents, spreadsheets, presentations and correspondence) and Microsoft Access (create, edit, format, manipulate data)
• Advanced experience using Microsoft Excel, including knowledge in function capabilities, analysis, and creating formulas
  
  

Telecommuting Requirements

• Reside within commutable distance to the office at 400 Egypt Rd Norristown, PA 19403
• 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 a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service.
  
  

About The Team

Quest 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.