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Customer Service Representative - **Nevada**

Company: NYU Langone Health - Symphony Talent
Location: Las Vegas
Posted on: January 24, 2023

Job Description:

Position Summary:
We have an exciting opportunity to join our team as a Customer Service Rep.

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.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.
  • 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.
  • Utilize CBO Pathway 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 closely with provider offices on patient issues.
  • Maintain continuous open communication with management via chat, email, phone calls, and in person.
  • Attend assigned workgroups, meetings, and required training classes.
  • 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.
  • 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; 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

Keywords: NYU Langone Health - Symphony Talent, Las Vegas , Customer Service Representative - **Nevada**, Sales , Las Vegas, Nevada

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