Customer Service Liaison

4 weeks ago

Great Neck, New York, United States Northwell Health Full time

Job Summary

As a Customer Service Liaison at Northwell Health, you will play a vital role in ensuring exceptional patient experiences. Your primary responsibility will be to interact with patients to provide accurate and complete patient information, secure payments for services provided, and maintain the highest quality of service for customers.

Key Responsibilities

1. Create and distribute correspondence to customers to inform them of needed actions, such as updating COB status with insurance companies.
2. Answer all billing questions from patients on a daily basis via incoming calls, utilizing current applications.
3. Review account information to educate external customers regarding outstanding accounts and balances.
4. Provide explanations of physician medical bills and resolve inquiries and disputes related to the bill.
5. Gather relevant account information to gain understanding of customers' obligations.
6. Evaluate account information to determine payment issues and possible root causes.
7. Gather additional information from applicable systems to further investigate discrepancies.
8. Refer patients to the Financial Assistance Unit.
9. Communicate potential solutions or available services to external customers.
10. Record correspondence information, including dates and actions taken within relevant systems.
11. Verify specific data elements of the account and the relationship of the caller to comply with HIPAA regulations.
12. Verify correct insurance information, demographic information, payment credits, and other relevant details.
13. Ensure accuracy of the account and balances.
14. Receive information from customers regarding their concerns.
15. Identify account issues that need to be escalated to senior leadership or internal partners.
16. Negotiate potential balance payoff and/or payment terms with customers within stated levels of authority and guideline limits.
17. Recommend potential solutions or available services to external customers.
18. Process incoming correspondence.
19. Identify trends and common concerns raised by patients and report to the manager.
20. Collect and process online credit card payments using approved applications.
21. Send notifications to external customers informing them of receipt of payment.
22. Establish payment plans for outstanding patient balances.
23. Work with various revenue cycle systems to bring accounts to closure.
24. Demonstrate understanding of relevant software applications.
25. Evaluate current collections processes and procedures to identify opportunities for improvement.
26. Maintain departmental standard goals.
27. Perform related duties as required.
28. Complete moderately complex assignments that require an ability to recognize the need to occasionally deviate from accepted practices.
29. Exercise independent judgment on basic or moderately complex issues regarding job and related tasks.
30. Elevate questions, problems, and significant challenges to more senior team members for direction or subject matter expertise on new or unprecedented assignments.

Requirements

High School Diploma or equivalent, required.
Knowledge of physician billing and ability to read and understand explanation of benefits, required.
Data entry skills (40-45 wpm), required.
Ability to perform arithmetic calculations, required.
Ability to communicate effectively to enhance overall patient experience.
Ability to work in various applications and understand workflows.

Additional Salary Detail
The salary range for this position is $27.15-$29.45/hour.

Salary ranges shown on third-party job sites may not accurately reflect ranges provided by Northwell Health. Candidates should check Northwell Health Careers for accurate information and discuss salary/hourly details and our comprehensive benefits with a recruiter, if selected for an interview.

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