Customer Service Representative

NYU Langone Health is a world-class, patient-centered, integrated academic medical center, known for its excellence in clinical care, research, and education. It comprises more than 200 locations throughout the New York area, including five inpatient locations, a childrens hospital, three emergency rooms and a level 1 trauma center. Also part of NYU Langone Health is the Laura and Isaac Perlmutter Cancer Center, a National Cancer Institute designated cancer center, and NYU Grossman School of Medicine, which since 1841 has trained thousands of physicians and scientists who have helped to shape the course of medical history. For more information, go to nyulangone.org, and interact with us on Facebook, Twitter, YouTube and Instagram.

Position Summary:
We have an exciting opportunity to join our team as a Senior Customer Service Representative in Nevada.

In this role, the successful candidate will 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. The candidate will also work closely with customer service representatives to assist with daily operations.

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.
• Provide input on system edits, processes, policies, and billing procedures to ensure that we maintain high-levels of patient satisfaction and reduced call volume.
• Perform daily tasks in assigned work queues and according to manager assignments.
• Identify payer and provider credentialing issues and address them with management.
• Follow workflows provided in training classes and request additional training, management assistance, and medical coding expertise as needed.
• Responsible for assisting the Customer Service Representative(s) handle complex issues, and be able to escalate / deescalate as necessary
• Utilize CBO Pathways and resources guide to determine the actions needed to resolve patient balances and/or questions
• Enter account notes using standard formatting in Epic CRM and/or other systems.
• Review unpaid balances and unresolved patient inquiries and make outbound calls to patients following established protocols.
• Ensure that items in assigned work queue(s) are resolved within required timeframes using payer website, billing systems, and CBO pathways.
• Adhere to general practices, operational policies and procedures, FGP guidelines on compliance issues and patient confidentiality, and regulatory requirements.
• Communicate with providers, patients, coders, collection agencies, or other responsible persons to ensure that claims are correctly processed by third party payers
• Work with management to develop processes and workflows to improve how we can better service patients.
• Cross cover other areas in the office as assigned by management including Accounts Receivable/Denials or Authorizations.
• Responsible to review accounts to identify billing discrepancies.
• Maintains a positive relationship with other teams within the central billing office and customer service representatives.
• Participate in workgroups and meetings. Attend all required training classes.
• Read and apply policies and procedures to make appropriate decisions.
• Coordinate functions and work cooperatively with others.
• Perform other related duties as assigned.

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; Knowledge of CPT and ICD10 utilized in medical billing; English usage, grammar and spelling; basic math; 3 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
Foreign language preferred
Recent experience in a major inbound call center preferred
Some knowledge of CPT and ICD10 preferred
Some knowledge of Healthcare revenue cycle / professional billing preferred
Professional demeanor and positive attitude required
Willingness to work a flexible schedule required
Team Oriented required
Adaptable to change
Self-control and patience
Strong Time management skills
Ability to operate under stressful conditions

NYU Langone Nevada is opening a new state-of-the art Business office in Las Vegas, Nevada. The Center will be a 180+ seat office that provides services to support our physician network in several disciplines. The new center will be staffed with a team ready to provide patients and providers with an exceptional high quality, friendly and efficient experience using the latest equipment and technology.

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