Sr. Customer Service Representative - Billing

Job Description

Sr. Customer Service Representative - Billing

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: April 20th

The successful candidate will 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 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 ET, 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 ET.

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
• Matching gifts program
• Education assistance through MyQuest for Education
• Career advancement opportunities
• and so much more!

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

Responsibilities:

Duties and Responsibilities:

• Supports assigned client group(s) performing moderate complexity health related customer excellence activities.
• Typically makes moderate complexity, inbound and outbound, health related customer calls following set scripts, procedures.
• Maintains complete customer/patient confidentiality for all health, personal and other customer information. 
• Provides professional, respectful, customer excellence. Demonstrates caring and empathy when delivering sensitive health information.
• Effectively respond to all customer inquiries received by various digital methods including telephone, fax, email chat regarding reporting of patient results, inquiries of tests and services, concerns of service failures and other duties needed to provide superior service.

Qualifications:

Qualifications:

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.

Physical and Mental Requirements: 

• Consistent exceptional customer service, accuracy and quality focus required.
• Ability to work any eight-hour shift between Monday-Friday, from 8:30 AM - 8:00 PM ET. Specific shift will be assigned after training ends.
• After successful completion of training, based on business need, one of the following shifts will be assigned: 
  • 8:30 AM - 5:00 PM ET
  • 9:30 AM - 6:00 PM ET
  • 10:30 AM - 7:00 PM ET
  • 11:30 AM - 8:00 PM ET

Knowledge: 

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

Align to Quest Culture and 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, crossed 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.

Required Education:

High school diploma, GED (or higher)

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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.