Customer Service Team Manager
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- 1130827_RR00093876
- Managers/Directors/Administrators, CBO South Customer Service (F102), NYU Langone Health in Florida
- Full-Time/Regular
- NYU Langone Health in Florida
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- Monday – Friday
ABOUT NYU LANGONE HEALTH
NYU Langone Health is a world-class, patient-centered, integrated academic medical center. Ranked as the #1 Hospital for quality and patient safety by Vizient, Inc., and with 10 clinical specialties among the top 10 in the nation according to U.S. News & World Report, NYU Langone’s culture is rooted in excellence in patient care, education, and research. NYU Langone comprises more than 320 locations throughout the New York area and in Florida, including six inpatient locations, a children’s hospital, and four emergency rooms. Also part of NYU Langone Health is the Laura and Isaac Perlmutter Cancer Center, a National Cancer Institute designated comprehensive cancer center, NYU Grossman School of Medicine, and NYU Grossman Long Island School of Medicine. For more information, go to nyulangone.org, and interact with us on LinkedIn, Glassdoor, Indeed, Facebook, Twitter, YouTube, and Instagram.
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.
Salaries shown on independent jobs related websites reflect market averages and do not represent information obtained directly from NYU Langone. We invite and encourage each candidate to discuss salary/hourly specifics during the application and hiring process.
Position Summary:
We have an exciting opportunity to join our team as a Customer Service Team Manager.
In this role, the successful candidate the professional will facilitate an optimal patient experience related to professional billing and collections. The individual will support managing and coordinating patient billing inquiries within the NYU Grossman School of Medicine Faculty Group Practice Central Billing Office (CBO) to maximize the patients, physicians, and other customer relations. This includes supporting and educating the NYU Grossman School of Medicine Faculty Group Practice (FGP) practices, CBO, and Patient Access Center (PAC) employees on relevant financial policies, procedures, and workflows and managing relationships to enhance communication, leading to an ideal state patient experience.
Reporting Relationships:
This position reports directly to the Senior Manager of Patient Experience Professional Billing Operations at the NYU Grossman School of Medicine Faculty Group Practice Central Billing Office (CBO).
Job Responsibilities:
Critical Elements of Position:
Assists leadership in developing and implementing enterprise-wide tactical plans, operational workflows, and policies for the revenue cycle processes that influence patient experience with CBO customer service teams, overall CBO teams, and practices.
Reviews and responds to practice, physician, and patient inquiries following FGP guidelines to de-escalate.
Identify the root-cause of patient issues and develop strategies to mitigate in the future.
Demonstrates a complete understanding of FGP patient financial policies and procedures. Educates practice staff and CBO employees on any gaps in knowledge related to the patient’s financial policies.
Collaborates with the FGP training and liaison teams to provide analysis on controls to prevent future defects in the process.
Uses data gathered from various systems to identify areas of opportunity.
Reviews, enhances, and maintains patient billing workflows and assists with training.
Collaborates with the customer service patient escalation team on processes and controls to prevent escalations.
Collaborates with FGP and CBO Training Departments to assist in developing critical training materials related to customer service and revenue cycle operations.
Communicates delays and issues in resolving patient concerns to Leadership.
Works with the Senior Manager to review current state workflows at all FGP practices that impact the patients financial experience, including but not limited to front-end workflows, expectations of patient billing forms, and upfront billing communication.
Assists in reviewing third-party agency referrals, processes, and outcomes to maximize revenue while ensuring agencies are upholding the highest standard of excellence in the treatment of patients during the collections cycle.
Monitors and reviews agency performance monthly, recommending changes to processes and assignments using available data as needed.
Assists on enhancements to the patient digital experience with revenue cycle processes.
Ensures timely and compliant responses to requests from state and federal agencies.
Coordinates with other departments to establish open communications systems that ensure patient information is mutually shared towards optimal patient experience.
Works with offshore vendors and other offices
Assists with managing account receivables (AR) for all international patients coordinated by the International Patient Services (IPS).
Other duties as assigned.
Patient Experience & 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 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.
Share ideas or any observed areas of opportunity to improve patient experience and access with appropriate leadership. (i.e., ways to optimize provider schedules, 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.
Additional Position Specific Responsibilities:
Demonstrated skills and special abilities.
Excellent interpersonal and communication skills.
Analytical abilities where problems are unusual, complex, conflicting, and require multi-dimensional consequence analysis.
Excellent teamwork skills.
Effectively and efficiently work with departments across the organization.
Minimum Qualifications:
To qualify you must have a Bachelor’s Degree in Accounting, Finance, Healthcare Administration or related field required.
Requires 3-5 years in a billing office or healthcare setting with prior experience of healthcare finance, medical reimbursement and managed care contracts. Three to five years managerial experience in a Professional Billing Office.
Thorough knowledge of billing requirements/regulations of the major third party carriers.
Strong critical thinking and effective listening skills.
Epic systems experience.
Microsoft Office experience.
Strong PC skills.
Adaptable to change.
Self-control and patience.
Strong time management skills.
Healthcare revenue cycle / professional billing a must.
Professional demeanor and positive attitude a must.
Willingness to work a flexible schedule a must.
Team Oriented a must.
Ability to operate under stressful conditions.
Ability to learn and analyze.
Demonstration of strong matrix management skills.
Ability to manage a team of 20+ customer service staff.
Light, accurate keyboarding skills required. Candidates must receive a score of 35 words per minute (wpm) or greater on the typing assessment that will be administered prior to onboarding. Basic knowledge of Excel required. Candidates are required to pass the Excel skills assessment prior to onboarding. Good Customer Service skills are required. Candidates are required to pass a Customer Service scenario assessment prior to onboarding.
Preferred Qualifications:
Masters in Business Administration or Healthcare Administration preferred.
Foreign language preferred.
Knowledge of CPT and ICD10 preferred.
Qualified candidates must be able to effectively communicate with all levels of the organization.
NYU Langone Florida is an equal opportunity and affirmative action employer committed to diversity and inclusion in all aspects of recruiting and employment. All qualified individuals are encouraged to apply and will receive consideration without regard to race, color, gender, gender identity or expression, sex, sexual orientation, transgender status, gender dysphoria, national origin, age, religion, disability, military and veteran status, marital or parental status, citizenship status, genetic information or any other factor which cannot lawfully be used as a basis for an employment decision. We require applications to be completed online.
If you wish to view NYU Langone Florida’s EEO policies,please click here. Please click here to view the Federal “EEO is the law” poster or visit https://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm for more information.
How Our Employees Grow
Diana P.
Manager–School Health Clinical Services
“The Family Health Centers at NYU Langone Health offers me the opportunity to positively impact the lives of patients and their families. I chose a career here to make a difference at an institution with a reputation for excellence. NYU Langone is patient and employee-centered and they support our professional growth and development by offering a comprehensive benefits package and generous tuition reimbursement.”
Ariana C.
Assistant Director, Professional Billing Operations
“I was instantly attracted to the culture at NYU Langone Health. I love the fast-paced environment and how there are so many opportunities for career growth. We are constantly expanding, which helps me learn new things and meet new and interesting people with diverse backgrounds.”
Olga S.
Coding Quality Manager at NYU Langone Health in Florida
“I am very proud to work for one of the best hospitals in New York! NYU Langone Health is a great institution that cares about patients and supporting employees. My role as a manager is to make sure that my team members are working as a team to drive our mission forward. Effective teamwork achieves much more than any individual can!”
Yannique S.
Credentials Associate
“My daughter was born at NYU Langone Health where we received exceptional care. That was when building a career at NYU Langone became a goal of mine. I wanted to be just like the individuals who surrounded us in our time of need, and I knew I wanted to make a positive impact. Today, I get to do just that as a member of the Medical Staff Services Department. The work I perform each day is crucial in maintaining high standards of patient care and safety within our organization.”
Eileen P.
Director, Revenue Cycle Initiatives
“I chose NYU Langone Health because I wanted to be a part of a world-class health system. I feel a sense of pride working here and feel supported in a truly cohesive and diverse working environment. I have taken a number of career development courses related to leadership. The expansion in training and development curriculums over the years has really been impressive and it’s a testament to how much NYU Langone wants to invest in and develop their in-house talent!”
Adair L.
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“NYU Langone Health is not only my employer, it’s also a community that I am very proud to be a part of.”
Tanisha D.
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“I saw that there were many opportunities to grow within the organization and used the tuition remission offering at NYU Langone Health to obtain my master’s degree. NYU Langone celebrates their employees and genuinely wants to hire from within, so take advantage of the resources available to you and speak to members of the Talent Acquisition Team, who are helpful.”
Doris V.
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“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.”
Isiuwa O.
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“NYU Langone Health delivers high-quality healthcare with compassion, dignity, and respect to all, without exception. When I was hired as a respiratory therapist, I saw the opportunity to contribute to an exciting forward-thinking, and fast-moving department. I love working in a department where everyone is collaborative and has a high work ethic.”
Taslema L.
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At NYU Langone Health, I’ve been fortunate to have leaders that supported my growth within the institution. I have taken many courses that NYU Langone offers, which have been extremely valuable in helping me become the professional I am today. I recently completed the Team Leadership Development Program which has provided me with tools to upskill to the next step in my career. The opportunities here are endless.
Nazneen H.
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“I was fortunate to receive firsthand training from some of the founding team members of my department. This made my onboarding experience invaluable and now I will get to pass on my knowledge and experience to future new hires within the department and pay it forward. The collaborative spirit at NYU Langone Health has created an excellent work culture where I can work alongside colleagues who share our same company vision to serve, teach, and discover.”
Himanshu T.
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“It has been such a privilege to be a part of NYU Langone Health. It’s a place filled with hard work, cheerful coworkers, and supportive management. My supervisor and manager motivated me to grow personally and professionally. The career development resources offered, such as professional development classes and programs have greatly contributed to my growth.”