Customer Service Liaison

Northwell Health

21h

About The Position

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

Requirements

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

Responsibilities

Create and distribute customer correspondence, including emails, dunning letters, system-generated letters, and invoices, to communicate needed actions.
Answer patients’ billing questions through incoming calls using current applications.
Review account information and educate external customers about outstanding accounts and balances.
Explain physician medical bills and resolve related inquiries and disputes.
Gather relevant account information to understand customer obligations.
Evaluate invoices, past-due dates, payment history, billing addresses, and other account details to identify payment issues and root causes.
Investigate discrepancies using relevant systems and additional information.
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 caller relationships to comply with HIPAA regulations.
Verify insurance, demographic information, payment credits, and other account details; ensure account and balance accuracy.
Receive and address information from customers regarding their concerns.
Identify account issues requiring escalation to senior leadership or internal partners.
Negotiate potential 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 and notify customers when payments are received.
Establish payment plans for outstanding patient balances.
Use revenue cycle systems to bring accounts to closure.
Use relevant software applications, including Outlook, ETM, and GECB.
Evaluate collections processes and procedures to identify improvement opportunities.
Maintain departmental standard goals.
Perform related duties as required.
Complete moderately complex assignments, exercise independent judgment on basic or moderately complex issues, and elevate questions or significant challenges to senior team members when needed.