Customer Service Representative I NYC
 NYU Grossman School of Medicine | |
$24.00 / hr
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 United States, New York, New York | |
 Jul 11, 2025 | |
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NYU Grossman School of Medicine is one of the nation's top-ranked medical schools. For 175 years, NYU Grossman School of Medicine has trained thousands of physicians and scientists who have helped to shape the course of medical history and enrich the lives of countless people. An integral part of NYU Langone Health, the Grossman School of Medicine at its core is committed to improving the human condition through medical education, scientific research, and direct patient care. At NYU Langone Health, equity and inclusion are fundamental values. We strive to be a place where our exceptionally talented faculty, staff, and students of all identities can thrive. We embrace inclusion and individual skills, ideas, and knowledge. 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. NYU Grossman School of Medicine 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 Health provides a salary range to comply with the New York state Law on Salary Transparency in Job Advertisements. The salary range for the role is $24.00 - $24.00 Hourly. Actual salaries depend on a variety of factors, including experience, specialty, education, and hospital need. The salary range or contractual rate listed does not include bonuses/incentive, differential pay or other forms of compensation or benefits. To view the Pay Transparency Notice, pleaseclick here | |