Customer Service Liaison
4 weeks ago
We are seeking a highly skilled and customer-focused Customer Service Liaison to join our team at Northwell Health. As a key member of our revenue cycle team, you will be responsible for providing exceptional patient experience and ensuring timely resolution of patient accounts.
Key Responsibilities- Interact with patients to provide accurate and complete patient information, secure payments for services provided, and maintain the highest quality of service for customers.
- Create and distribute correspondence to customers to inform them of necessary actions.
- Answer all billing questions from patients on a daily basis via incoming calls, utilizing current applications.
- Review account information to educate external customers regarding outstanding accounts and balances.
- Provide explanations of physician medical bills and resolve inquiries and disputes related to the bill.
- Gather relevant account information to gain understanding of customers' obligations.
- Evaluate account information to determine payment issues and possible root causes.
- Gather additional information from applicable systems to further investigate discrepancies.
- Refer patients to the Financial Assistance Unit.
- Communicate potential solutions or available services to external customers.
- Record correspondence information, including dates and actions taken within relevant systems.
- Verify specific data elements of the account and the relationship of the caller to comply with HIPAA regulations.
- Verify correct insurance information, demographic information, payment credits, and other relevant details.
- Ensure accuracy of the account and balances.
- Receive information from customers regarding their concerns.
- Identify account issues that need to be escalated to senior leadership or internal partners.
- Negotiate potential balance payoff and/or payment terms with customers within stated levels of authority and guideline limits.
- Recommend/communicate potential solutions or available services to external customers.
- Process incoming correspondence.
- Identify trends and common concerns raised by patients and report to manager.
- Collect and process online credit card payments using approved applications.
- Send notifications to external customers informing them of receipt of payment.
- Establish payment plans for outstanding patient balances.
- Work with various revenue cycle systems to bring accounts to closure.
- Demonstrate understanding of relevant software applications.
- Evaluate current collections processes and procedures to identify opportunities for improvement.
- Maintain departmental standard goals.
- Perform related duties as required.
- Complete moderately complex assignments that require an ability to recognize the need to occasionally deviate from accepted practices.
- Exercise independent judgment on basic or moderately complex issues regarding job and related tasks.
- Elevate questions, problems, and significant challenges to more senior team members for direction or subject matter expertise on new or unprecedented assignments.
- High School Diploma or equivalent, required.
- Knowledge of physician billing and ability to read and understand explanation of benefits, required.
- Data entry skills, required.
- Ability to perform arithmetic calculations, required.
- Ability to communicate effectively to enhance overall patient experience, required.
- Ability to work in various applications and understand workflows, required.
The salary range for this position is $27.15-$29.45/hour. Northwell Health is an equal employment opportunity employer and treats all applicants and employees equally regardless of their age, race, creed/religion, color, national origin, immigration status or citizenship status, sexual orientation, military or veteran status, sex/gender, gender identity, gender expression, disability, pregnancy, genetic information or genetic predisposition or carrier status, marital or familial status, partnership status, victim of domestic violence, sexual or other reproductive health decisions, or other characteristics protected by applicable law.
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