Customer Service Representative

Job Description
Position Summary:
We have an exciting opportunity to join our team as a Customer Service Representative.
In this role, the successful candidate 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