Billing Representative II

Billing Representative II - Monday to Friday, 8:00 AM to 4:30 PM Eastern

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.

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!

In an environment where the patient is at the center of everything that we do the individuals in this position typically works with Billing Representatives and other employees handling complex billing issues for the purpose of collecting revenue for the organization. Will work with Patient, Client and/or Third Party insurance bills.  

Responsibilities

• 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

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
   

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)