Customer Service – Boynton , Florida

Customer Service Representative I
- Boynton Beach, Florida

We have an exciting opportunity to join our team as a Customer Service Representative I
- Boynton Beach, Florida. The Customer Service Representative I (CSR I) acts as a primary contact for NYU Langone patients who have questions about their balances, benefits, and insurance. The CSR I answers phone calls and/or electronic messages and follows-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.

The CSR I establishes and maintains effective relationships with patients and their families via active listening, empathy, rapport, courtesy, and professionalism. The CSR I follows established protocols/scripts and handles issues in prescribed timelines but uses independent judgement to resolve patient inquiries to maintain high levels of patient satisfaction.

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.
• Provide input on system edits, processes, policies, and billing procedures to ensure that we maintain high-levels of patient satisfaction and reduced call volume.
• Perform daily tasks in assigned work queues and according to manager assignments.
• Identify payer and provider credentialing issues and address them with management.
• Follow workflows provided in training classes and request additional training, management assistance, and medical coding expertise as needed.
• Utilize CBO Pathway and Resources guide to determine the actions needed to resolve patient balances and/or questions.
• Enter account notes using standard formatting in Epic CRM and/or other systems.
• Review unpaid balances and unresolved patient inquiries and make outbound calls to patients following established protocols.
• Ensure that items in assigned work queue(s) are resolved within required time frames using payer website, billing systems, and CBO pathways.
• Adhere to general practices, operational policies and procedures, FGP guidelines on compliance issues and patient confidentiality, and regulatory requirements.
• Communicate with providers, patients, coders, collection agencies, or other responsible persons to ensure that claims are correctly processed by third party payers.
• Work closely with provider offices on patient issues.
• Maintain continuous open communication with management via chat, email, phone calls, and in person.
• Attend assigned work groups, meetings, and required training classes.
• Read and apply policies and procedures to make appropriate decisions.
• Perform other related duties as assigned.

Patient Experience and Access:

• Drives consistency in every patient and colleague encounter by embodying the core principles of our FGP Service Strategy CARES (Connect, Align, Respond, Ensure, and Sign-Off)
• Greets patients warmly and professionally, stating name and role, and clearly communicates each step of the care/interaction as appropriate
• Works collaboratively with colleagues and site management to ensure a positive experience and timely resolution for all patient interactions and inquiries whether in person, by phone or via electronic messaging.
• Proactively anticipates patient needs, and participates in service recovery by applying the LEARN model (Listen, Empathize, Apologize, Resolve, Notify), and escalates to leadership as appropriate.
• Shares ideas or any observed areas of opportunity, to improve patient experience…