Customer Service Liaison

Northwell•Village of New Hyde Park, NY

8h•$30 - $32

About The Position

The Customer Service Liaison interacts with patients to provide accurate and complete information, secure payment for services, and maintain a high quality of customer service. The role handles patient billing inquiries and correspondence, reviews and investigates accounts, explains physician bills, resolves billing questions and disputes, and helps patients understand and address outstanding balances. The liaison verifies account and caller information in accordance with HIPAA requirements, processes payments, establishes payment plans, and refers patients to the Financial Assistance Unit when appropriate. The position uses revenue cycle and other software applications to investigate discrepancies, bring accounts to closure, document customer interactions, and communicate solutions. It also identifies recurring patient concerns and opportunities to improve collections processes, maintains departmental goals, and exercises independent judgment on basic or moderately complex matters while escalating significant or unfamiliar issues to senior team members.

Requirements

High school diploma or equivalent.
Knowledge of physician billing and ability to read and understand explanations of benefits.
Data-entry skills of 40–45 words per minute.
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 required 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 account information to understand customers' obligations.
Evaluate account details, including invoices, past-due dates, payment history, and billing addresses, to identify payment issues and possible causes.
Seek additional information from 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 taken in relevant systems.
Verify account data and the caller's relationship to the account in accordance with HIPAA regulations.
Verify insurance, demographic information, payment credits, and other account details.
Ensure account and balance accuracy.
Receive information from customers about their concerns.
Identify account issues that require escalation to senior leadership or internal partners.
Negotiate potential balance payoffs and payment terms within established authority and guideline limits.
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 external customers when payment has 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.
Demonstrate understanding of 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, occasionally deviating from accepted practices when appropriate.
Exercise independent judgment on basic or moderately complex job-related issues.
Escalate questions, problems, and significant challenges to senior team members for direction or expertise on new or unprecedented assignments.