Customer Service Representative I - Las Vegas, Nevada

Position Overview

We have an exciting opportunity to join our team as a Customer Service Representative I - Nevada. In this role, you will act as the primary contact for NYU Langone patients with questions about their balances, benefits, and insurance. You will handle inbound calls and electronic messages; follow established protocols and scripts; and use independent judgment to resolve patient inquiries, ensuring high levels of patient satisfaction.

Key Responsibilities

• Perform billing tasks including answering calls, logging call data into CRM software, processing credit card payments, and routing calls as needed.
• Provide input on system edits, policies, and billing procedures to maintain high patient satisfaction and reduced call volume.
• Execute daily tasks in assigned work queues and follow management assignments.
• Identify and address payer and provider credentialing issues with management.
• Follow established workflows and request additional training or support as needed, including medical coding expertise.
• Utilize the CBO Pathway and Resources guide to resolve patient balances and inquiries.
• Enter account notes using the standard formatting in Epic CRM and other systems.
• Review unpaid balances and unresolved inquiries, making outbound calls in accordance with established protocols.
• Resolve items in work queues within required timeframes using payer websites, billing systems, and CBO pathways.
• Adhere to operational policies, compliance guidelines, and regulatory requirements to ensure patient confidentiality.
• Communicate with providers, patients, coders, and collection agencies to ensure accurate claim processing.
• Collaborate with provider offices and maintain open communication with management via chat, email, phone, and in person.
• Attend workgroups, meetings, and required training classes while applying policies and procedures to make informed decisions.
• Drive consistency in every patient and colleague encounter by embracing the core principles of the FGP Service Strategy CARES.
• Greet patients professionally, clearly communicating each step of the care process and collaborating with colleagues to ensure a positive experience.
• Proactively anticipate patient needs, engage in service recovery using the LEARN model, and escalate issues to leadership as appropriate.
• Share observations to improve patient experience and access and partner with internal teams to optimize processes.
• Perform other related duties as assigned.

Required Qualifications

• High School Diploma (College credits preferred)
• Experience in customer service, medical billing, accounts receivable, insurance, or related duties
• Knowledge of CPT and ICD10 utilized in medical billing
• Proficient in English usage, grammar, spelling, and basic math
• At least 1 year of experience in a similar role
• Good customer service skills

Preferred Qualifications

• Epic systems experience
• Typing speed of 35 words per minute or greater on the typing assessment administered prior to onboarding
• Pass a Customer Service scenario assessment prior to onboarding
• Microsoft Office experience
• Strong PC skills
• Recent experience in a major inbound call center
• Foreign language proficiency
• Some knowledge of CPT and ICD10
• Some knowledge of Healthcare/professional billing revenue cycle
• Ability to communicate effectively with all levels of the organization

Benefits & Perks

• Comprehensive benefits and wellness package that offers financial security, a generous time-off program, and access to employee resource groups.
• Holistic employee wellness program focusing on physical, mental, nutritional, sleep, social, financial, and preventive care.
• Robust support system for career development, family planning, and retirement savings.
• Additional resources and services designed to enhance your overall quality of life for you and your family.