Customer Service Representative

4 weeks ago

Las Vegas, Nevada, United States NYU Lutheran Augustana Center Full time

Job Summary: We are seeking a highly skilled Customer Service Representative to join our team at NYU Langone Nevada. As a key member of our revenue cycle team, you will be responsible for providing exceptional customer service to our patients, answering phone calls, and resolving issues related to billing and insurance.

Key Responsibilities:

  • Answer phone calls and respond to electronic messages from patients regarding their balances, benefits, and insurance.
  • Follow established protocols to resolve patient inquiries and maintain high levels of patient satisfaction.
  • Develop and maintain effective relationships with patients and their families through active listening, empathy, and professionalism.
  • Perform billing tasks assigned by management, including answering calls, logging call data, entering data, making outbound calls, and processing credit card payments.
  • Route calls to other teams as needed and perform other related duties as assigned.
  • Read and apply policies and procedures to make appropriate decisions and cross-cover other areas in the office as assigned by management.
  • Attend workgroups, meetings, and required training classes and maintain continuous open communication with management.
  • Work closely with provider offices on patient issues and communicate with providers, patients, coders, collection agencies, or other responsible persons to ensure claims are correctly processed.
  • Adhere to general practices, operational policies, and procedures, FGP guidelines on compliance issues, patient confidentiality, and regulatory requirements.
  • Ensure items in the assigned work queue are resolved within required timeframes using the 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 the CBO Pathway and Resources guide to determine 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 high levels of patient satisfaction and reduced call volume.

Requirements:

  • 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 of 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 the Healthcare / professional billing revenue cycle preferred.
  • Professional demeanor and a 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.

Qualified candidates must be able to effectively communicate with all levels of the organization.

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