Customer Service Representative - Central Billing Office *Onsite - Las Vegas, NV* (1126121_Rr00090328)

Position Summary:

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

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