Radiology Technologist PRN

Position Summary

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

In this role, the successful candidate acts as a primary contact for NYU Langone patients who have questions about their balances, benefits, and insurance. They answer phone calls and/or electronic messages, follow up on issues such as submitting bills, calling insurance, correcting information, making outbound calls to patients, and entering detailed information in the billing system as assigned by management. They follow established protocols/scripts, handle issues within prescribed timelines, and use independent judgment to resolve patient inquiries to maintain high levels of patient satisfaction.

The representative will establish and maintain effective relationships with patients and their families via active listening, empathy, rapport, courtesy, and professionalism as part of the revenue cycle team.

• Perform other related duties as assigned.
• 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, following up on open issues, processing credit card payments, and other related responsibilities. Route calls to other teams as needed.
• Provide input on system edits, processes, policies, and billing procedures to maintain high levels of patient satisfaction and reduce 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 time frames 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 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 work groups, meetings, and required training classes.
• Read and apply policies and procedures to make appropriate decisions.
• Cross‑cover other areas in the office as assigned by management, including Accounts Receivable/Denials or Authorizations.

To qualify you must have a High School Diploma or GED. You should have experience in customer service, medical billing, accounts receivable, insurance, or related duties; strong English usage, grammar and spelling; basic math; and at least 2 years experience in a similar role.

• Epic systems experience preferred.
• Microsoft Office experience preferred.
• Strong PC skills preferred.
• Recent experience in a major inbound call center preferred.
• Foreign language preferred.
• Some knowledge of CPT and ICD
  10 preferred.
• Some knowledge of healthcare / professional billing revenue cycle preferred.