Central Billing Office – Customer Service Supervisor – Las Vegas
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- 1097739_RR00064411
- Finance/Accounting/Billing, CBO West Customer Service (N102), NYU Langone Health in Nevada
- Full-Time/Regular
- NYU Langone Health in Nevada
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- 7am-4pm PST
ABOUT NYU LANGONE HEALTH
NYU Langone Health is a world-class, patient-centered, integrated academic medical center, known for its excellence in clinical care, research, and education. It comprises more than 200 locations throughout the New York area, including six inpatient locations, a children’s hospital, three emergency rooms and a level 1 trauma center. Also part of NYU Langone Health is the Laura and Isaac Perlmutter Cancer Center, a National Cancer Institute designated comprehensive cancer center, and NYU Grossman School of Medicine, which since 1841 has trained thousands of physicians and scientists who have helped to shape the course of medical history.
Working at NYU Langone Health
At NYU Langone Health, there are numerous areas for you as a leadership professional to make an impact on our organization. As one of the nation’s leading medical centers, we need bright, innovative people to step up and take charge of the many initiatives currently taking place here. From our brand new 830,000-square-foot Helen L. and Martin S. Kimmel Pavilion to our new 16 story Science Building, NYU Langone Health is ripe with career-opportunities that are sure to transform the way we think about medical care.
With over six inpatient locations, and additional facilities spread throughout, NYU Langone Health is New York City’s premier healthcare institution. Our world-class facilities service all five boroughs and treat a full range of medical conditions in both inpatient and outpatient settings. Our growing outpatient network allows us to deliver our exceptional medical services directly to the communities we serve. Plus, our doctors and nurses are routinely voted as some of the best in the nation. It’s no wonder why the name NYU Langone Health has become synonymous with excellence.
COVID-19 Vaccine Requirement:
To protect the safety of our patients, staff, and the community at large effective August 16, 2021 NYU Langone Health requires COVID-19 vaccination of all faculty, staff, voluntary attending physicians, Howard Hughes Medical Institute employees, non-compensated faculty, students, clinical or academic observers, and volunteers, unless granted an approved exemption (in New York State, only medical exemptions shall be considered).
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Position Summary:
We have an exciting opportunity to join our team as a FGP Customer Service Supervisor – Nevada.
In this role, the successful candidate will lead a team of customer service representatives that acts as a primary contact for NYU Langone patients who have questions about their balances, benefits, and insurance. The team lead will also be answering phone calls and/or electronic messages and follow-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 candidate will ensure the representatives follow established protocols/scripts and handle issues in prescribed timelines but use independent judgement to resolve patient inquiries to maintain high-levels of patient satisfaction. The candidate will establish and maintain effective relationships with patients and their families via active listening, empathy, rapport, courtesy and professionalism.
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.
- Perform other related duties as assigned
- Work with the Quality Assurance team to ensure customer service representatives meet departments performance standards
- Maintains a positive relationship with other teams within the central billing office and customer service representatives.
- Cross cover other areas in the office as assigned by management including Accounts Receivable/Denials or Authorizations.
- Subject matter expert as it related to all processes and procedures.
- Coordinate functions and work cooperatively with others.
- Lead workgroups and meetings.
- Work closely with upper management to develop processes and workflows to improve how we can better service patient, and initiatives to improve employee satisfaction within the customer service team.
- Ensure the team adheres to general practices, operational policies and procedures, FGP guidelines on compliance issues and patient confidentiality, and regulatory requirements.
- Monitor items in assigned work queue(s) are resolved within required timeframes using payer website, billing systems, and CBO pathways.
- Lead the review of unpaid balances and unresolved patient inquiries and make outbound calls to patients following established protocols.
- Assist the FGP Customer Service Representative to handle complex calls / accounts, and be able to escalate / deescalate as necessary.
- Ensure the team follow workflows provided in training classes and request additional training, management assistance, and medical coding expertise as needed.
- Identify payer and provider credentialing issues and address them with management.
- Perform daily tasks in assigned work queues and according to manager assignments.
- Provide input on system edits, processes, and policies, training materials and billing procedures to ensure that we maintain high-levels of patient satisfaction and reduced call volume.
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; 3 years experience in a similar role.
Preferred Qualifications:
Strong critical thinking and effective listening skill
Epic systems experience preferred
Microsoft Office experience
Strong PC skills
Adaptable to change
Self-control and patience
Strong time management skills
Foreign language preferred
Some knowledge of CPT and ICD10 preferred
Healthcare revenue cycle / professional billing preferred
Professional demeanor and positive attitude
Willingness to work a flexible schedule.
Team Oriented
Ability to operate under stressful conditions
Ability to learn and analyze
Demonstration of some management skills
How Our Employees Grow
Adair L.
Associate Director, Development Administration
“NYU Langone Health is not only my employer, it’s also a community that I am very proud to be a part of.”
Doris V.
Revenue Cycle Manager – Pediatrics Department
“It’s not just that NYU Langone Health cares about their employees – it’s the fact that we are family. I quickly learned that in order to grow and to be successful you need to collaborate with others, work hard and deliver excellence.”
Magdalena A.
Clinical Charge Auditor – Revenue Management
“NYU Langone Health has provided me with opportunities for a wonderful and successful career, as well as multiple possibilities to advance on my career path.”
Stephanie B.
Talent Acquisition Specialist
“NYU Langone Health has inspired me to do more, be more and learn more by showing me that hard work and dedication pay off.”