Associate Financial Services Representative (Pipeline)

The Northwell Health Revenue Cycle team performs a vital role within our organization by handling all billing and collecting of hospital receivables. There are a wide range of career opportunities available from medical coders and appeals to auditors and clinical documentation. From our customer service team members who are handling patient registration and patient financial counseling in our hospitals, to those working in non-patient-facing areas such as insurance verification or health information management, they're working together to improve the experience of our patients and to secure financial strength for our organization to continue to grow.

Primarily performing all functions within a customer tele-servicing center, servicing a high volume of billing related customer requests

Job Responsibility :

• Understand intricacies of health care billing and how to communicate effectively
• Have financial conversations and drive the collection of payments
• Promote meaningful and positive payment experiences through relevant and informed conversations with customers regarding the financial services that we can offer
• Create flawless experiences for our customers by addressing customer inquiries and resolving service issues that include but are not limited to : researching and analyzing accounts receivable and outstanding balances, negotiating and advising on the collection of overdue bills and payment plans, collecting overdue payments, understanding financial assistance offerings, managing and resolving customer disputes
• Address and resolve complex escalated billing and service issues utilizing department policies and procedure manuals, guidelines and other reference materials
• Create innovative ways to resolve customers' issues or concerns to win their loyalty
• Provide input for new service processes and strategies
• Be accountable and take ownership of the customer's experience from beginning to end. Identify opportunities to proactively meet member needs to deliver value - add recommendations and services
• Meet individual performance objectives based on customer satisfaction, productivity and overall positive / proactive behavior, while participating in training sessions to remain current on various policies, processes, systems and procedures related to servicing of customers
• Work with internal departments to achieve common goals

Preferred Skills :

Job Qualification :

Regular Work Schedule : Full-time, 37.5 hr / week; Training is usually 9-5 : 00 onsite for the first 8 weeks and then transitions to a 10-6 : 00 shift with a hybrid schedule