Customer Service Representative - Billing II

Quest Diagnostics is a leading provider of diagnostic information services, and they are seeking a Customer Service Representative - Billing II to assist with billing inquiries and gather necessary information for proper billing. The role involves handling customer interactions, educating clients, and maintaining accurate documentation to ensure efficient service delivery.

Responsibilities:

• Researches, obtains, and enters missing information / demographics for completion of accessions
• Demonstrates competency in eligibility, billing and receivable systems and associated applications
• Educates external customers on how to provide complete billing information and avoid additional contacts for information
• Informs customers of billing problem / issue findings and resolution as appropriate
• Makes outbound calls to clients, patients, carriers and / or any internal or external source as needed to obtain missing or additional information
• Responds to account inquires through written correspondences
• Handles sensitive client and patient interactions
• Maintains timely, accurate documentation for all appropriate transactions
• Generates and / or distributes reports and documentation to internal or external client to obtain missing information
• Reports problems, errors, and denial trends to management including PHI breaches
• Meets the performance goals established for the position in the areas of: efficiency, accuracy, quality, patient and client satisfaction and attendance

Requirements:

• High school diploma / GED
• 1+ year of experience running health insurance eligibility checks
• 1+ year of experience conducting health insurance eligibility checks using electronic verification systems & payer portals
• 1+ year of interpreting results to determine network status and coverage eligibility, including identifying discrepancies or issues in eligibility results
• Familiarity with computer and Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications and basic IT troubleshooting
• Must have experience working with multiple applications at a time while assisting customers
• Must have experience with production/goal expectations
• Reside within Pacific Standard Time, Mountain Time, or Central Standard Time
• Ability to work Monday – Friday, 08:30AM – 05:00PM PST
• Must be 18 years or older
• 1+ years of call center or revenue cycle experience
• Medical terminology acumen and experience
• Billing experience and understands multiple billing requirements across various payers and states
• Knowledge of billing / finance and eligibility processes, practices and concepts
• Conducts data entry for completion of accessions using computer and Windows PC applications
• Proficient in translating health care - related jargon and complex processes into simple, step - by - step instructions customers can understand and act upon