Customer Service Representative I - Las Vegas, Nevada

NYU Langone Health • Las Vegas, NV

6h • Onsite

About The Position

This role serves as the primary contact for NYU Langone patients with inquiries regarding their balances, benefits, and insurance. The Customer Service Representative I will handle phone calls and electronic messages, follow up on issues such as submitting bills, contacting insurance companies, correcting information, making outbound calls to patients, and entering detailed information into the billing system as directed by management. The position requires establishing and maintaining effective relationships with patients and their families through active listening, empathy, rapport, courtesy, and professionalism. The CSR I will adhere to established protocols and scripts, resolve patient inquiries within prescribed timelines, and utilize independent judgment to ensure high levels of patient satisfaction.

Requirements

• High School Diploma
• 1 year experience in a similar role
• Knowledge of CPT and ICD10 utilized in medical billing
• Knowledge of English usage, grammar, and spelling
• Basic math skills
• Good Customer Service skills
• Ability to type 35 words per minute or greater (typing assessment administered prior to onboarding)
• Ability to pass a Customer Service scenario assessment prior to onboarding
• Ability to effectively communicate with all levels of the organization

Nice To Haves

• College credits preferred
• Experience in customer service, medical billing, accounts receivable, insurance, or related duties
• Epic systems experience preferred
• Microsoft Office experience preferred
• Strong PC skills preferred
• Recent experience in a major inbound call center preferred
• Foreign language preferred
• Some knowledge of CPT and ICD10 preferred
• Some knowledge of Healthcare / professional billing revenue cycle preferred

Responsibilities

• Perform billing tasks including answering calls, logging call data into CRM software, entering data, making outbound calls to patients, following up on open issues, and processing credit card payments.
• Route calls to other teams as needed.
• Provide input on system edits, processes, policies, and billing procedures to enhance patient satisfaction and reduce call volume.
• Perform daily tasks in assigned work queues according to manager assignments.
• Identify and address payer and provider credentialing issues with management.
• Follow provided workflows and request additional training, management assistance, and medical coding expertise as needed.
• Utilize CBO Pathway and Resources guide to resolve patient balances and/or questions.
• Enter account notes using standard formatting in Epic CRM and/or other systems.
• Review unpaid balances and unresolved patient inquiries, making outbound calls to patients following established protocols.
• Ensure resolution of items in assigned work queue(s) within required timeframes using payer websites, billing systems, and CBO pathways.
• Adhere to general practices, operational policies and procedures, FGP guidelines on compliance issues, patient confidentiality, and regulatory requirements.
• Communicate with providers, patients, coders, collection agencies, or other responsible persons to ensure correct claim processing by third-party payers.
• Work closely with provider offices on patient issues.
• Maintain continuous open communication with management via chat, email, phone calls, and in person.
• Attend assigned workgroups, meetings, and required training classes.
• Apply policies and procedures to make appropriate decisions.
• Perform other related duties as assigned.
• Drive consistency in patient and colleague encounters by embodying the core principles of the FGP Service Strategy CARES (Connect, Align, Respond, Ensure, and Sign-Off).
• Greet patients warmly and professionally, stating name and role, and clearly communicate each step of the care/interaction.
• Collaborate with colleagues and site management to ensure a positive experience and timely resolution for all patient interactions and inquiries (in person, phone, or electronic messaging).
• Proactively anticipate patient needs and participate in service recovery using the LEARN model (Listen, Empathize, Apologize, Resolve, Notify), escalating to leadership as appropriate.
• Share ideas or observed areas of opportunity to improve patient experience and access with leadership.
• Partner with Patient Access Center and Central Billing team members to support collaboration and promote a positive patient experience.
• Proactively ensure practice staff are fully versed in Access Agreement gold standard principles.

Benefits

• Comprehensive benefits and wellness package
• Robust support system for any stage of life
• Financial security benefits
• Generous time-off program
• Employee resource groups for peer support
• Holistic employee wellness program focusing on seven key areas of well-being: physical, mental, nutritional, sleep, social, financial, and preventive care

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED