Customer Service Liaison

Northwell Health

About The Position

The Customer Service Liaison interacts with patients to provide accurate and complete information, secure payment for services, and deliver high-quality customer service. The role answers billing questions, explains physician medical bills, investigates account discrepancies, verifies insurance and demographic information, processes payments, and establishes payment plans. It also communicates with customers through phone calls, email, and written correspondence, documents interactions, and refers patients to the Financial Assistance Unit when appropriate. The position works with revenue cycle and other software applications to resolve accounts, maintain departmental goals, and identify opportunities to improve collection processes. Assignments are moderately complex and may require occasional deviation from accepted practices. The liaison exercises independent judgment on basic or moderately complex matters and escalates new or significant issues to senior team members or internal partners.

Requirements

High school diploma or equivalent.
Knowledge of physician billing.
Ability to read and understand explanations of benefits.
Data-entry speed of 40–45 words per minute.
Ability to perform arithmetic calculations.
Ability to communicate effectively to enhance the patient experience.
Ability to work with various applications and understand workflows.

Responsibilities

Create and distribute customer correspondence, including emails, dunning letters, system-generated letters, and invoices, to inform customers of required actions.
Answer patients’ billing questions by phone using current applications.
Review account information and educate external customers about outstanding accounts and balances.
Explain physician medical bills and resolve billing inquiries and disputes.
Gather account information to understand customers’ obligations.
Evaluate account details, such as invoice count, past-due dates, payment history, and billing addresses, to identify payment issues and root causes.
Use applicable systems to investigate discrepancies.
Refer patients to the Financial Assistance Unit.
Communicate potential solutions and available services by email, phone, or written correspondence.
Record correspondence dates and actions in relevant systems.
Verify account data and the caller’s relationship to the account to comply with HIPAA regulations.
Verify insurance and demographic information, payment credits, and other account details.
Ensure the accuracy of accounts and balances.
Receive information from customers about their concerns.
Identify account issues requiring escalation to senior leadership or internal partners.
Negotiate possible balance payoffs or payment terms within authorized guidelines.
Process incoming correspondence.
Identify trends and common patient concerns and report them to the manager.
Collect and process online credit card payments using approved applications.
Notify customers when payments have been received.
Establish payment plans for outstanding patient balances.
Use revenue cycle systems, including Soarian, QUIC, Experian, HP24, HCL, RE, and CARE, to bring accounts to closure.
Use relevant software applications, including Outlook, ETM, and GECB.
Evaluate collection processes and procedures to identify opportunities for improvement.
Maintain departmental standard goals.
Perform related duties as required.
Complete moderately complex assignments, recognizing when occasional deviations from accepted practices are needed.
Exercise independent judgment on basic or moderately complex job-related issues.
Escalate questions, problems, significant challenges, and new or unprecedented assignments to more senior team members for direction or expertise.
Handle contacts that are primarily internal and/or customer-service oriented.