Customer Service Representative - Boynton , Florida

Position Summary

Position: Customer Service Representative I. The 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 judgment to resolve patient inquiries to maintain high levels of patient satisfaction.

• 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, processing 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 the 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 websites, 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.

• 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 and patient access with appropriate leadership (e.g., ways to optimize provider schedules, minimize delays, increase employee engagement).
• Partners with Patient Access Center and Central Billing team members to support collaboration and promote a positive patient experience.
• Takes a proactive approach in ensuring that practice staff are fully versed in the Access Agreement gold standard principles.

To qualify you must have a High School Diploma, College credits preferred. Experience in customer service, medical billing, accounts receivable, insurance, or related duties;
Knowledge of CPT and ICD
10 utilized in medical billing;
English usage, grammar and spelling; basic math; 1 year experience in a similar role. Preferred:
Candidates receive a score of 35 words per minute (wpm) or greater on the typing assessment that will be administered prior to onboarding. Good Customer Service skills are required. Candidates are required to pass a Customer Service scenario assessment prior to onboarding.

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 ICD
10 preferred
Some knowledge of Healthcare / professional billing revenue cycle preferred

Note: Qualified candidates must be able to…