Title: Sr. Customer Service Representative - Billing (Bilingual - English/Spanish) Location: Dallas United States Job Description: Category Customer Service Location Dallas, Texas Job function Operations Job family Client Services Shift Day Employee type Regular Full-Time Work mode Remote Job Description Sr. Customer Service Representative - Billing (Bilingual - English/Spanish) 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. Start date: June 1st 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 no small opportunity. 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. You must be able to work between the hours of 8:30 AM and 8:00 PM, all 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, 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 (Phase I) and 9:00 AM to 5:30 PM (Phase II). 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. - To meet the needs of the business during operating hours, we have four shifts. 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 also may 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. 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! Responsibilities: - Answer a high volume of calls from patients or their representative, regarding patient bill balances, payment plans, credit card payments, patient pricing, rebilling insurance companies and general customer concerns - Evaluate and respond to all aspects of billing inquiries, including but not limited to billing insurances, and updating invoices - Research, troubleshoot and resolve complex billing issues and customer complaints, taking all steps to resolve and ensure full resolution - Thorough navigation of the Quest Billing System and other applicable applications - Maintain tracking log of all patient contacts - Ability to perform additional projects or tasks based on business need - Maintain all compliance and HIPAA regulations at all times Qualifications: - High School Diploma / GED (or higher) - Bi-lingual, English and Spanish. - 2+ years of experience working in a call center handling a high volume of inbound calls. - 2+ years of experience in a medical office or health care setting analyzing and resolving customer health care concerns. - Knowledge of healthcare claims billing/finance and eligibility processes, practices, and concepts. - Proficient in translating health care-related jargon and complex processes into simple, step-by-step instructions customers can understand and act upon. - Demonstrated ability using computers and Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications. - Ability to work any nine-hour shift, including breaks and lunches, between Monday-Friday, from 8:30 AM - 8:00 PM ET. Your specific shift will be assigned after training ends. - Ability to commit to full-time attendance during the 90-day training period (9:00 AM-5:30 PM ET), with no absences. - Demonstrated ability to listen skillfully, collect relevant information, build rapport, and respond to customers in a compassionate manner. - Proficient conflict management skills including the ability to resolve stressful situations. - Must be 18 years or older. 57740 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.

Role Description Agora que você já captou um pouco mais da nossa essência, vamos falar sobre a oportunidade? - Liderar o time de Suporte N2 com atuação nos escritórios de São Paulo e Curitiba, garantindo estabilidade e qualidade da operação; - Atuar em problemas complexos e transversais, articulando com áreas como Infraestrutura, Segurança e Acessos; - Conduzir e estruturar projetos estratégicos de TI com impacto direto na experiência dos usuários; - Organizar, priorizar e dar previsibilidade às demandas da área, garantindo eficiência operacional; - Antecipar riscos e demandas a partir do contexto das áreas parceiras e movimentos da empresa; - Gerenciar e evoluir o controle de ativos e inventário da área; - Apoiar a gestão de orçamento e planejamento de compras de equipamentos; - Desenvolver o time, promovendo autonomia, clareza de papéis e protagonismo dos analistas. Qualifications - Experiência prévia com liderança de times de suporte ou operações de TI; - Experiência com GLPI, Google Workspace e gestão de inventário de ativos; - Capacidade de articulação com múltiplas áreas e stakeholders; - Perfil estruturado, com boa organização e clareza na comunicação; - Experiência com gestão de projetos e melhoria de processos; - Capacidade de atuar em cenários de alta criticidade e mudança constante; - Boa leitura de impacto no negócio e foco na experiência do usuário. Requirements - Experiência com JumpCloud, Jira ou ferramentas similares de gestão e atendimento; - Vivência com gestão de dispositivos (MDM) e identidade; - Experiência em projetos de escala (migração de máquinas, rollout, padronização de ambientes); - Experiência com gestão de orçamento (budget) e planejamento de compras de TI; - Conhecimento em análise de dados operacionais (volume de chamados, SLA, capacidade). Benefits - Auxílio alimentação e/ou refeição; - Plano de saúde e odontológico; - Modelo remoto; - Licença maternidade e paternidade estendida; - Auxílio creche; - Cuidado com a saúde: parceria com a Wellhub e Zenklub; - Incentivo à educação; - Uso de IA; - Desconto em passagens aéreas; - Parceria com plano de saúde para Pet; - Acesso aos materiais didáticos Arco para filhos de colaboradores.

• Handling customer enquiries via live chat and email — with clarity, empathy, and accuracy • Diagnosing and resolving order, shipping, and account issues • Helping merchants set up their stores and get the most from the platform • Flagging patterns and trends so we fix problems at the root, not just the surface • Collaborating with your team — sharing knowledge, escalating with context, keeping information flowing

• Serve as point of contact for participants, clients, brokers, and co-workers related to COBRA benefit services. • Work closely with COBRA and Account Management team. • Acquire necessary technical DOL Code and general employee benefit knowledge regarding COBRA administration. • Maintain confidentiality of information. • Provide exceptional customer service to clients. • Communicate with participants, clients, brokers and co-workers via phone or other means to answer questions and address escalations. • Process/Import COBRA Notification of Qualifying Events and Initial Rights Notices received from clients on-line, fax and email. • Verify accuracy of data prior to entering it. • Send out welcome emails to all new clients and client contacts. • Assist COBRA clients with the online portal. • Report FSA and HRA account terminations to Enrollment Specialists. • Manage mail returned to us as undeliverable. • Distribute monthly checks to clients.