Customer Service Representative I - Las Vegas, Nevada

Position Overview

Join our team as a Customer Service Representative I at NYU Langone Nevada. In this role, you will be the primary contact for patients with questions about their balances, benefits, and insurance. You will handle billing tasks, manage electronic and phone inquiries, and use independent judgment while following established protocols to ensure high levels of patient satisfaction.

Key Responsibilities

• Perform billing tasks including answering calls, logging data into CRM software, processing credit card payments, and routing calls as needed.
• Provide input on system edits, policies, and procedures to enhance patient satisfaction and reduce call volume.
• Complete daily tasks as assigned and address payer and provider credentialing issues with management.
• Follow established workflows, request additional training, and apply medical coding expertise as needed.
• Utilize the CBO Pathway and Resources guide to resolve patient balances and inquiries.
• Enter account notes using standard formatting in Epic CRM and other systems.
• Review unpaid balances and unresolved inquiries, making outbound calls per established protocols.
• Resolve work queue items within required timeframes using payer websites, billing systems, and CBO pathways.
• Communicate with providers, patients, coders, and collection agencies to ensure proper claims processing.
• Collaborate closely with provider offices and maintain continuous open communication with management.
• Attend workgroups, meetings, and training sessions, applying policies and procedures to make informed decisions.
• Embody the FGP Service Strategy CARES by ensuring consistency in every patient and colleague interaction.
• Greet patients professionally while clearly communicating each step of the care process.
• Proactively anticipate patient needs, participate in service recovery using the LEARN model, and escalate issues appropriately.
• Partner with the Patient Access Center and Central Billing team to promote a positive patient experience.
• Ensure that practice staff are fully versed in the Access Agreement gold standard principles.

Required Qualifications

• High School Diploma required; College credits preferred.
• At least 1 year of experience in customer service, medical billing, accounts receivable, insurance, or related fields.
• Knowledge of CPT and ICD10 as used in medical billing.
• Proficient in English grammar, spelling, and basic math.
• Minimum typing speed of 35 wpm, as assessed prior to onboarding.
• Must pass a Customer Service scenario assessment prior to onboarding.

Preferred Qualifications

• Epic systems experience.
• Microsoft Office proficiency.
• Strong PC skills.
• Recent experience in a major inbound call center.
• Foreign language skills.
• Familiarity with CPT and ICD10.
• Understanding of healthcare/professional billing revenue cycle.

Benefits & Perks

• Comprehensive benefits and wellness package covering physical, mental, nutritional, sleep, social, financial, and preventive care.
• Access to financial security benefits.
• Generous time-off program.
• Employee resource groups for peer support.
• Holistic employee wellness program designed to enhance overall quality of life.