Position Summary:

We have an exciting opportunity to join our team as a Customer Service Representative.

The Customer Service Representative acts as a primary contact for NYU Langone patients who have questions about their balances, benefits and insurance. Will be responsible for answering phone calls and/or electronic messages and follow up on issues which could include submitting bills, calling insurance, correcting information, making outbound calls to patients and entering detailed information in the billing system. Must follow established protocols/scripts and handle issues in prescribed timelines but will use independent judgement to resolve patient inquiries to maintain high levels of patient satisfaction.  The representative, will establish and maintain effective relationships with patients and their families via active listening, empathy, rapport, courtesy and professionalism.

Job Responsibilities:

Perform billing tasks assigned by management which includes: answering calls, logging call data into Customer Relationship Management (CRM) software, entering data, making outbound calls to patients, following-up on open issues, processing credit card payments, and/or other related responsibilities. Provide input on system edits, processes, policies, and billing procedures to ensure that we maintain high-levels of patient satisfaction and reduced call volumePerform daily tasks in assigned work queues and according to manager assignmentsIdentify payer and provider credentialing issues and address them with managementFollow workflows provided in training classes and request additional training, management assistance, and medical coding expertise as neededUtilize CBO Pathway and Resources guide to determine the actions needed to resolve patient balances and/or questionsEnter account notes using standard formatting in Epic CRM and/or other systemsReview unpaid balances and unresolved patient inquiries and make outbound calls to patients following established protocolsEnsure that items in assigned work queue(s) are resolved within required time frames using payer website, billing systems, and CBO pathwaysAdhere to general practices, operational policies and procedures, FGP guidelines on compliance issues and patient confidentiality, and regulatory requirementsCommunicate with providers, patients, coders, collection agencies, or other responsible persons to ensure that claims are correctly processed by third party payersWork closely with provider offices on patient issues Maintain continuous open communication with management via chat, email, phone calls, and in personAttend assigned workgroups, meetings, and required training classesRead and apply policies and procedures to make appropriate decisionsCross cover other areas in the office as assigned by management including Accounts Receivable/Denials or Authorizations

Minimum Qualifications:

To qualify you must have a High School Diploma or GED Experience in customer service, medical billing, accounts receivable, insurance or related dutiesEnglish usage, grammar and spelling; basic math skills2 years experience in a similar role Light accurate keyboarding skills required Candidates must receive a score of 35 words per minute wpm or greater on the typing assessment that will be administered prior to onboarding Good Customer Service skills are required Candidates are required to pass a Customer Service scenario assessment prior to onboarding

Preferred Qualifications:

Epic systems experience preferredMicrosoft Office experience preferred Strong PC skills preferred Recent experience in a major inbound call center preferredForeign language preferred Some knowledge of CPT and ICD10 preferred Some knowledge of Healthcare / professional billing revenue cycle preferred

Qualified candidates must be able to effectively communicate with all levels of the organization.

NYU Langone Florida is an equal opportunity and affirmative action employer committed to diversity and inclusion in all aspects of recruiting and employment. All qualified individuals are encouraged to apply and will receive consideration without regard to race, color, gender, gender identity or expression, sex, sexual orientation, transgender status, gender dysphoria, national origin, age, religion, disability, military and veteran status, marital or parental status, citizenship status, genetic information or any other factor which cannot lawfully be used as a basis for an employment decision. We require applications to be completed online.

If you wish to view NYU Langone Florida's EEO policies, please click here. Please click here to view the Federal "EEO is the law" poster or visit https://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm for more information.