[Hiring] Senior Customer Service Representative - Billing @Quest Diagnostics

Role Description

As a Billing Customer Service Representative, you'll provide our members with the information they need to make better decisions about their health, helping them get access to the right care the first time. Every day, you'll provide compassionate and empathetic support to 50 to 70 callers providing guidance, support, and resolution for escalated issues. This is where you can bring your compassion for others while building your career.

The successful candidate must 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.
• Work between the hours of 8:30 AM and 8:00 PM, all ET.
• Attend all trainings during our initial training program for the first 90 days of employment.

This position is full-time (40 hours/week) Monday – Friday.

The shift is as follows:

• Virtual Instructor-Led Training (approximately 6 weeks): 8:30 AM to 5:00 PM
• On-the-Job-Training (OJT) Training (approximately 90 days): 9:00 AM – 5:30 PM
• Deployment to full-time position: the nationwide call center is open from 8:30 AM – 8:00 PM.

After successful completion of training, based on business need, one of the following shifts will be assigned to you:

• 8:30 AM – 5:00 PM
• 9:30 AM – 6:00 PM
• 10:30 AM – 7:00 PM
• 11:30 AM – 8:00 PM

You may also be required, given the business need, to work occasional overtime.

This role is equally challenging and rewarding. You'll be on the phone for long periods of time and encounter all types of communication styles and personalities as you help resolve conflicts or issues. You'll deal with stressful situations and resolve complex health care concerns in a positive, simplified manner so that callers fully understand their health care plans and solutions.

Qualifications

• Bilingual - English/Spanish
• Demonstrates skill and passion to deliver an exceptional and consistent customer experience of a moderate complexity.
• Utilizing multiple customer communication channels, which may include voice, mail, email, chat, AI related inquiries, etc.

Requirements

• Must be able to fully attend our training program.
• Available to work a full-time schedule Monday - Friday.
• Ability to work assigned shifts based on business needs.

Benefits

• 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!