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Sr. Customer Service Representative - Central Billing Office *Onsite - Boynton Beach, FL*

NYU Langone Health
United States, Florida, Boynton Beach
Sep 18, 2023

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