Customer Service Representative II (BSR Team) - Boynton Beach, Florida

NYU Langone Health • Boynton Beach, FL

4d • Onsite

About The Position

The Customer Service Representative II (CSR II) serves as a primary contact for NYU Langone patients with questions about balances, benefits, and insurance. The role handles phone calls and electronic messages, follows up on billing issues, submits bills, contacts insurers, corrects information, makes outbound patient calls, and enters detailed information in billing systems. The representative follows established protocols and timelines while using independent judgment to resolve inquiries and maintain patient satisfaction. The position also supports customer service representatives with daily operations and works collaboratively with patients, families, providers, coders, collection agencies, and internal teams.

The CSR II performs assigned work-queue and billing tasks, reviews accounts and unpaid balances, identifies billing discrepancies and payer or provider credentialing issues, and helps resolve claims and patient inquiries. The role uses Epic CRM and other systems, payer websites, billing systems, and CBO Pathways resources; maintains account notes; follows compliance, confidentiality, operational, and regulatory requirements; and may cross-cover Accounts Receivable/Denials or Authorizations. The representative participates in workgroups and training, contributes to process improvements, and supports a positive patient experience through the CARES service principles and LEARN service-recovery model.

NYU Langone Florida describes a comprehensive benefits and wellness package that includes financial security benefits, a generous time-off program, employee resource groups for peer support, and a holistic employee wellness program addressing physical, mental, nutritional, sleep, social, financial, and preventive-care well-being. The employer is an equal opportunity employer committed to inclusion.

Requirements

• High school diploma or GED.
• Two years of experience in a similar role.
• Experience in customer service, medical billing, accounts receivable, insurance, or related duties.
• Knowledge of CPT and ICD-10 as used in medical billing.
• Knowledge of English usage, grammar, and spelling, and basic math.
• Light, accurate keyboarding skills.
• Good customer service skills.
• Ability to communicate effectively with all levels of the organization.
• Professional demeanor and positive attitude.
• Willingness to work a flexible schedule.
• Team-oriented approach, adaptability to change, self-control, patience, strong time-management skills, and ability to operate under stressful conditions.
• Strong critical-thinking and effective-listening skills.
• Excellent interpersonal, oral, and written communication skills.
• Pass a customer service scenario assessment before onboarding.

Nice To Haves

• Epic systems experience.
• Microsoft Office experience.
• Strong PC skills.
• Foreign-language skills.
• Recent experience in a major inbound call center.
• Some knowledge of CPT and ICD-10.
• Some knowledge of healthcare revenue cycle or professional billing.

Responsibilities

• Answer patient calls and electronic messages, log call data in CRM software, enter data, make outbound calls, process credit card payments, and follow up on open issues.
• Provide input on system edits, processes, policies, and billing procedures to support patient satisfaction and reduce call volume.
• Complete assigned daily tasks and work queues according to management assignments.
• Identify payer and provider credentialing issues and address them with management.
• Follow training workflows and request additional training, management assistance, or medical coding expertise as needed.
• Assist customer service representatives with complex issues and escalate or de-escalate matters as appropriate.
• Use CBO Pathways and resource guides to determine actions needed to resolve patient balances and questions.
• Enter account notes using standard formatting in Epic CRM and/or other systems.
• Review unpaid balances and unresolved patient inquiries and make outbound calls according to established protocols.
• Resolve assigned work-queue items within required timeframes using payer websites, billing systems, and CBO pathways.
• Follow operational policies, procedures, FGP compliance guidelines, patient-confidentiality requirements, and applicable regulations.
• Communicate with providers, patients, coders, collection agencies, and other responsible parties to ensure claims are correctly processed by third-party payers.
• Work with management to develop processes and workflows that improve patient service.
• Cross-cover other office areas as assigned, including Accounts Receivable/Denials or Authorizations.
• Review accounts to identify billing discrepancies.
• Maintain positive working relationships with central billing office teams and customer service representatives.
• Participate in workgroups and meetings and attend required training classes.
• Read and apply policies and procedures to make appropriate decisions; coordinate functions and work cooperatively with others.
• Deliver consistent patient and colleague interactions using the CARES principles: Connect, Align, Respond, Ensure, and Sign-Off.
• Greet patients warmly and professionally, state name and role, and communicate interaction steps as appropriate.
• Collaborate with colleagues and site management to ensure positive experiences and timely resolution of patient interactions and inquiries in person, by phone, or electronically.
• Anticipate patient needs and participate in service recovery using the LEARN model: Listen, Empathize, Apologize, Resolve, Notify; escalate to leadership when appropriate.
• Share opportunities to improve patient experience and access with appropriate leadership.
• Partner with Patient Access Center and Central Billing team members to support collaboration and a positive patient experience.
• Help ensure practice staff understand Access Agreement gold-standard principles.
• Perform other related duties as assigned.

Benefits

• Comprehensive benefits and wellness package.
• Financial security benefits.
• Generous time-off program.
• Employee resource groups for peer support.
• Holistic employee wellness program covering physical, mental, nutritional, sleep, social, financial, and preventive-care well-being.

What This Job Offers

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