Customer Service Representative I - Las Vegas, Nevada

SilkRoad; Las Vegas (NV); On-site; USD 34,000 - 42,000; Full time

Benefits offered by this job

Benefits and wellness program

Job summary

NYU Langone Nevada is seeking a Customer Service Representative I to serve as the primary contact for patients with questions about balances, benefits, and insurance. The CSR I handles calls and messages, enters data in Epic CRM, processes billing tasks, and follows established protocols to maintain high patient satisfaction.

Strong communication and typing skills are required. Minimum qualifications include a High School Diploma and 1 year of relevant experience; CPT/ICD10 knowledge is

Qualifications

• High School Diploma; 1 year experience in a similar role.
• Typing 35 words per minute or greater on typing assessment prior to onboarding.
• Knowledge of CPT and ICD10 in medical billing; strong English usage, grammar and spelling.
• Typing speed of 35 words per minute or greater.
• Excellent communication and customer service skills.
• Ability to pass a Customer Service scenario assessment.
• Epic systems experience preferred.
• Microsoft Office experience preferred.
• Strong PC skills.
• Recent experience in a major inbound call center preferred.
• Foreign language preferred.

Responsibilities

• Answer calls and electronic messages; log data in CRM; process billing tasks as assigned.
• Communicate with providers and patients to ensure correct claim processing by third party payers.
• Follow workflows and training; maintain confidentiality and compliance with policies.
• Identify payer and provider credentialing issues and address them with management.
• Follow workflows from training and request additional training or medical coding assistance as needed.
• Utilize CBO Pathway and Resources guide to resolve patient balances and questions.
• Enter account notes in Epic CRM or other systems using standard formatting.
• Review unpaid balances and patient inquiries and make outbound calls per protocol.
• Ensure items in work queues are resolved within required timeframes using payer sites and billing systems.
• Adhere to policies, procedures, and regulatory requirements, and protect patient confidentiality.
• Communicate with providers, patients, coders, and third-party payers to ensure correct claim processing.
• Work closely with provider offices on patient issues.
• Maintain continuous communication with management via chat, email, phone, and in person.
• Attend workgroups, meetings, and required training classes.
• Read and apply policies to make appropriate decisions.
• Perform other related duties as assigned.

Skills

Customer service

Typing 35 wpm

Communication skills

Insurance

CPT ICD10 knowledge

Typing speed 35 wpm

Communication skills

Education

High School Diploma

College credits preferred

Tools

Epic systems

Microsoft Office

Job description

Las Vegas, NV

Full-Time/Regular

Position Summary

We have an exciting opportunity to join our team as a Customer Service Representative I.

The Customer Service Representative I (CSR I) acts as a primary contact for NYU Langone patients who have questions about their balances, benefits, and insurance. The CSR I answers phone calls and/or electronic messages and follows-up on issues which could include submitting bills, calling insurance, correcting information, making outbound calls to patients, and entering detailed information in the billing system as assigned by management. The CSR I establishes and maintains effective relationships with patients and their families via active listening, empathy, rapport, courtesy, and professionalism. The CSR I follows established protocols/scripts and handles issues in prescribed timelines but uses independent judgement to resolve patient inquiries to maintain high levels of patient satisfaction.

Job Responsibilities

• Perform billing tasks assigned by management which includes answering calls, logging call data into Customer Relationship Management (CRM) software, entering data, making outbound calls to patients and following-up on open issues, processes credit card payments, and/or other related responsibilities. Routes calls to other teams as needed.
• Provide input on system edits, processes, policies, and billing procedures to ensure that we maintain high-levels of patient satisfaction and reduced call volume.
• Perform daily tasks in assigned work queues and according to manager assignments.
• Identify payer and provider credentialing issues and address them with management.
• Follow workflows provided in training classes and request additional training, management assistance, and medical coding expertise as needed.
• Utilize CBO Pathway and Resources guide to determine the actions needed 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 and make outbound calls to patients following established protocols.
• Ensure that items in assigned work queue(s) are resolved within required timeframes using payer website, billing systems, and CBO pathways.
• Adhere to general practices, operational policies and procedures, FGP guidelines on compliance issues and patient confidentiality, and regulatory requirements.
• Communicate with providers, patients, coders, collection agencies, or other responsible persons to ensure that claims are correctly processed 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.
• Read and apply policies and procedures to make appropriate decisions.
• Perform other related duties as assigned.

Patient Experience and Access

• Drives consistency in every patient and colleague encounter by embodying the core principles of our FGP Service Strategy CARES (Connect, Align, Respond, Ensure, and Sign-Off)
• Greets patients warmly and professionally, stating name and role, and clearly communicates each step of the care/interaction as appropriate
• Works collaboratively with colleagues and site management to ensure a positive experience and timely resolution for all patient interactions and inquiries whether in person, by phone or via electronic messaging.
• Proactively anticipates patient needs, and participates in service recovery by applying the LEARN model (Listen, Empathize, Apologize, Resolve, Notify), and escalates to leadership as appropriate.
• Shares ideas or any observed areas of opportunity, to improve patient experience and patient access, with appropriate leadership. (i.e. ways to optimize provider schedules, how to minimize delays, increase employee engagement, etc.)
• Partners with Patient Access Center and Central Billing team members to support collaboration and promote a positive patient experience.
• Takes a proactive approach in ensuring that practice staff are fully versed in the Access Agreement gold standard principles.

Minimum Qualifications

To qualify you must have a High School Diploma, College credits preferred. Experience in customer service, medical billing, accounts receivable, insurance, or related duties; Knowledge of CPT and ICD10 utilized in medical billing; English usage, grammar and spelling; basic math; 1 years experience in a similar role. Candidates must receive a score of 35 words per minute (wpm) or greater on the typing assessment that will be administered prior to onboarding. Good Customer Service skills are required. Candidates are required to pass a Customer Service scenario assessment prior to onboarding.

Preferred Qualifications

• 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

Qualified candidates must be able to effectively communicate with all levels of the organization.
NYU Langone Nevada provides its staff with far more than just a place to work. Rather, we are an institution you can be proud of, an institution where you'll feel good about devoting your time and your talents. At NYU Langone Health, we are committed to supporting our workforce and their loved ones with a comprehensive benefits and wellness package. Our offerings provide a robust support system for any stage of life, whether it's developing your career, starting a family, or saving for retirement. The support employees receive goes beyond a standard benefit offering, where employees have access to financial security benefits, a generous time-off program and employee resources groups for peer support. Additionally, all employees have access to our holistic employee wellness program, which focuses on seven key areas of well-being: physical, mental, nutritional, sleep, social, financial, and preventive care. The benefits and wellness package is designed to allow you to focus on what truly matters. Join us and experience the extensive resources and services designed to enhance your overall quality of life for you and your family.
NYU Langone Nevada is an equal opportunity employer and committed to inclusion in all aspects of recruiting and employment. All qualified individuals are encouraged to apply and will receive consideration.
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