Customer Service Representative I - Central Billing Office *Onsite - Boynton Beach, FL*
 NYU Langone Florida | |
 United States, Florida, Boynton Beach | |
| 3301 Quantum Boulevard (Show on map) | |
 Jun 27, 2025 | |
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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. Minimum Qualifications: Preferred Qualifications: Qualified candidates must be able to effectively communicate with all levels of the organization. | |