Customer Service Representative (Central Billing Office) *Onsite - Las Vegas, NV* 5/27 Start Date!

Position Overview

We have an exciting opportunity to join our team as a Customer Service Representative. In this role, the successful candidate will act as a primary contact for NYU Langone patients who have questions about their balances, benefits, and insurance. They will answer phone calls and/or electronic messages, follow up on issues—including submitting bills, calling insurance, correcting information, making outbound calls, and entering detailed data in the billing system—as assigned by management. The representative will establish effective relationships with patients and their families through active listening, empathy, rapport, courtesy, and professionalism. Qualified candidates must be able to effectively communicate with all levels of the organization.

Key Responsibilities

• Perform billing tasks assigned by management, including answering calls, logging call data into CRM software, entering data, making outbound calls, processing credit card payments, and routing calls to other teams as needed.
• Perform other related duties as assigned.
• Read and apply policies and procedures to make appropriate decisions, and cross-cover other areas in the office (e.g., Accounts Receivable/Denials or Authorizations).
• Attend assigned workgroups, meetings, and required training classes.
• Maintain continuous open communication with management via chat, email, phone calls, and in-person interactions.
• Work closely with provider offices on patient issues.
• Communicate with providers, patients, coders, collection agencies, or other responsible parties to ensure claims are processed correctly.
• Adhere to operational policies, compliance guidelines, patient confidentiality standards, and regulatory requirements.
• Resolve items in assigned work queues within required time frames using payer websites, billing systems, and CBO pathways.
• Review unpaid balances and unresolved patient inquiries and make outbound calls following established protocols.
• Enter account notes using standard formatting in Epic CRM or other systems.
• Utilize the CBO Pathway and Resources guide to determine actions needed to resolve patient balances or inquiries.
• Follow workflows provided in training and request additional training, management assistance, or medical coding expertise as needed.
• Identify payer and provider credentialing issues and address them with management.
• Perform daily tasks in assigned work queues and provide input on system edits, processes, policies, and billing procedures to enhance patient satisfaction and reduce call volume.

Required Qualifications

• High School Diploma or GED.
• At least 2 years of experience in a similar role.
• Experience in customer service, medical billing, accounts receivable, insurance, or related duties.
• Strong skills in English usage, grammar, spelling, and basic math.

Preferred Qualifications

• Strong critical thinking and effective listening skills.
• Excellent interpersonal, oral, and written communication skills.
• Experience with Epic systems is preferred.
• Microsoft Office experience is preferred.
• Strong PC skills.
• Recent experience in a major inbound call center.
• Foreign language skills.
• Knowledge of CPT and ICD10.
• Familiarity with the healthcare/professional billing revenue cycle.
• Professional demeanor and a positive attitude.
• Willingness to work a flexible schedule.
• Team-oriented with adaptability, self-control, patience, and strong time management skills.
• Ability to operate under stressful conditions.

About the Company

NYU Langone Health