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.