Customer Service Representative II; BSR Team; Boynton , Florida

Position Summary: We have an exciting opportunity to join our team as a Customer Service Representative II.

The Customer Service Representative II (CSR II) will 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 CSR II will establish and maintain effective relationships with patients and their families via active listening, empathy, rapport, courtesy and professionalism. The candidate will also work closely with customer service representatives to assist with daily operations.

• 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.
• 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.
• Responsible for assisting the Customer Service Representative(s) handle complex issues, and be able to elevate / deescalate as necessary
• Utilize CBO Pathways 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 with management to develop processes and workflows to improve how we can better service patients.
• Cross cover other areas in the office as assigned by management including Accounts Receivable/Denials or Authorizations.
• Responsible to review accounts to identify billing discrepancies.
• Maintains a positive relationship with other teams within the central billing office and customer service representatives.
• Participate in work groups and meetings. Attend all required training classes.
• Read and apply policies and procedures to make appropriate decisions.
• Coordinate functions and work cooperatively with others.
• Work with management to develop processes and workflows to improve patient service
• Maintain a positive relationship with other teams within the central billing office and customer service representatives.
• Perform other related duties as assigned.

• 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
• Foreign language preferred
• Recent experience in a major inbound call center preferred
• Some knowledge of CPT and ICD
  10 preferred
• Some knowledge of Healthcare revenue cycle / professional billing preferred
• Professional demeanor and positive attitude required
• Willingness to work a flexible schedule required
• Team Oriented required
• Adaptable to change
• Self-control and patience
• Strong Time management skills
• Ability to operate under stressful conditions

• 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,…