Position Summary: We have an exciting opportunity to join our team as a Senior Customer Service Representative. Act as a primary contact for NYU Langone patients who have questions about their balances, benefits, and insurance. Answer 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 as assigned by management. Follow established protocols/scripts and handle issues in prescribed timelines but 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 as a part of the revenue cycle team. 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 and following-up on open issues, processes credit card payments, and/or other related responsibilities. Routes calls to other teams as needed.
- Perform other related duties as assigned.
- Read and apply policies and procedures to make appropriate decisions. Cross cover other areas in the office as assigned by management including Accounts Receivable/Denials or Authorizations.
- Attend assigned workgroups, meetings, and required training classes.
- Maintain continuous open communication with management via chat, email, phone calls, and in person.
- Work closely with provider offices on patient issues.
- Communicate with providers, patients, coders, collection agencies, or other responsible persons to ensure that claims are correctly processed by third party payers.
- Adhere to general practices, operational policies and procedures, FGP guidelines on compliance issues and patient confidentiality, and regulatory requirements.
- Ensure that items in assigned work queue(s) are resolved within required timeframes using payer website, billing systems, and CBO pathways.
- Review unpaid balances and unresolved patient inquiries and make outbound calls to patients following established protocols.
- Enter account notes using standard formatting in Epic CRM and/or other systems.
- Utilize CBO Pathway and Resources guide to determine the actions needed to resolve patient balances and/or questions.
- Follow workflows provided in training classes and request additional training, management assistance, and medical coding expertise as needed.
- Identify payer and provider credentialing issues and address them with management.
- Perform daily tasks in assigned work queues and according to manager assignments.
- Provide input on system edits, processes, policies, and billing procedures to ensure that we maintain high-levels of patient satisfaction and reduced call volume.
Minimum Qualifications: To qualify you must have a High School Diploma or GED. Experience in customer service, medical billing, accounts receivable, insurance, or related duties; English usage, grammar and spelling; basic math; 2 years experience in a similar role. Preferred Qualifications: Strong critical thinking and effective listening skills Excellent interpersonal, oral and written communication skills Epic systems experience preferred Microsoft Office experience preferred Strong PC skills preferred Recent experience in a major inbound call center preferred Foreign language preferred Some knowledge of CPT and ICD10 preferred Some knowledge of Healthcare / professional billing revenue cycle preferred Professional demeanor and positive attitude required Willingness to work a flexible schedule required Team Oriented required Adaptable to change Self-control and patience Time management skills required Ability to operate under stressful conditions
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