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Job Details

Sr. Customer Service Representative - Central Billing Office Onsite - Boynton Beach FL

Company name
NYU Langone Medical Center

New York City, NY, United States

Employment Type

Customer Service

Posted on
May 21, 2023

Valid Through
Sep 03, 2023

Apply for this job


Position Summary:

We have an exciting opportunity to join our team as a Senior Customer Service Representative.

In this role, the successful candidate Manage all aspects of charge submission, coding review, accounts receivable, authorizations, or customer service processes and assigned workqueues/teams. Provide financial and/or operational analyses and reports, and audit current procedures to monitor and improve efficiency of operations. Review and advise physicians and staff with regard to local and national coding and reimbursement policies. Work with patients and guarantors to clarify financial responsibilities as necessary as a part of the revenue cycle team.

Job Responsibilities:

Directly supervise billing employees, establish priorities, assign work, and follow up to ensure assignments are complete. Select, orient, and evaluate staff. Provide initial and ongoing guidance. Resolve employee issues and address procedure and performance related issues.

Manage a team responsible for performing important revenue cycle functions.

Implement and manage a quality control program for individual coders, provide feedback to staff to maximize productivity, ensure accuracy of claims, increase revenue, and/or provide world-class customer service.

Monitor reports and workqueues, ensuring charge submission and accounts receivable follow-up is occurring on a timely basis.

Identify issues and suggest improvements and available tools to physicians and admin support staff to address issues. Escalate issues as needed to practice and FGP Leadership.

Interact with vendors as it relates to billing and collections.

Work with front-end staff to ensure patient insurance information and benefits are verified accurately and timely. Act as a resource to front end practice staff to identify gaps in clearance processes.

Review and respond to practice, physician, and patient inquiries following CBO guidelines/pathways.

Serve as resource to physicians, staff, and management regarding reimbursement policies. Educate physicians, staff, and management on new policies and changes to existing policies.

Collaborate with coders to understand CPT and ICD-10 manuals, payer policy and procedure manuals, updates, and CMS publications to ensure practices are compliant with current policies and procedures.

Adhere to general practice and FGP guidelines on compliance issues and patient confidentiality.

Review unbilled charge reports and follow up with physicians and/or practice management for unbilled services as needed.

Review practice Action Plans and/or reports on a timely basis. Analyze issues to identify trends in denial rates to focus improvement initiatives on, and charges that requires action.

Take initiative to teach and share new information and provide constructive feedback; Communicate delays and workqueue issues to management daily.

Work with practice operations to implement changes to improve revenue where necessary.

Ensure timely and accurate collection, preparation, and verification of billing information submitted. Review billing collection and denial reports from the vendor and identify trends and recommend changes on how to improve issues.

Serve as a liaison to the outside billing for questions, data request, and other inquiries. Review charge encounter forms for complete CPT code, ICD-10 code, and other required billing information on a daily basis.

Identify denial trends and train staff accordingly to avoid in the future, emphasizing improvement of accurate charge capture. Develop supporting training documentation as needed with FGP management.

Demonstrate a significant level of expertise in subject matter to assist and mentor entry-level billing staff, support the operations lead/supervisor in managing day-to-day team activities against scope and timeline, and ensure timely reporting of activities. Provide feedback and contribute to employee performance reviews.

Determine and establish the explanation to complex claims, issues, and questions not covered by specific instructions or common practice.

Review outstanding accounts receivable to maintain minimal level of open accounts.

Compile statistical data as requested and reports data monthly to appropriate parties. Prepare reports and analyses to assist in identification of cash flow variances, physician referral patterns, physician volume, and any other issues identified by Management.

Meet or exceed internal standards for accuracy and timeliness in charge documentation preparation and submission.

Minimum Qualifications:

To qualify you must have a High School Diploma or GED. 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.

Company Location

NYU Langone Florida

Company Location Description



CBO South Customer Service


Company info

NYU Langone Medical Center
Website :

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