Req Number 144821

Job Description

The Specialist will be an exceptionally customer focused individual who will support the Service Recovery team deliver a high touch, premium service experience when resolving escalated issues. We want extraordinary individuals who can surpass our customer's expectations by providing a unique interaction with our organization that strives to drive high satisfaction and loyalty.

Job Responsibility

• Develop and implement comprehensive strategies to address complex billing escalations, utilizing high touch recovery services.

• Demonstrate unwavering commitment to resolving billing-related issues by engaging in constant and consistent follow-up.

• Utilize your deep expertise, exceptional patience, and superior customer service skills to deliver premium service to our customers.

• Collaborate with a specialized team dedicated to handling high-level escalations received through our corporate executive office and various regulatory channels.

• Support the team in addressing and resolving intricate and sensitive customer billing inquiries effectively.

• Efficiently triage and coordinate with leadership, intradepartmental contracts, insurance companies, and other third parties on behalf of both customers and the team. This will involve resolving underpaid claims, denied authorization requests, and handling other in-depth inquiries with precision and expertise.

• Foster a culture of collaboration by working collectively with other Northwell departments to promptly address escalations and ensure seamless resolution.

• Utilize strong problem-solving skills and root cause identification techniques to analyze complex billing escalations, identify underlying issues, and implement effective solutions that prevent future occurrences, ultimately enhancing the overall customer experience.

Supports other areas of Financial Services, inclusive of Contact Center needs, as required; Backup coverage when needed.

Job Qualification

• Minimum of one (1) year call center or relevant experience, required.

• Experience with Northwell health host systems and billing process.

• Experience in am medical setting, preferred.

• Knowledge of billing procedures, preferred.

• Proficient in PC applications (Microsoft Excel, PowerPoint, Word)

• Excellent customer service, communication and problem resolution skills, required.

• Excellent analytical and problem-solving skills, required.

• Proficiency in data analysis and quantification including interpreting statistical data to identify trends and exceptions, required.

*Additional Salary Detail

The salary range and/or hourly rate listed is a good faith determination of potential base compensation that may be offered to a successful applicant for this position at the time of this job advertisement and may be modified in the future. When determining a team member's base salary and/or rate, several factors may be considered as applicable (e.g., location, specialty, service line, years of relevant experience, education, credentials, negotiated contracts, budget and internal equity).

The salary range for this position is $58,500-$75,012/year

It is Northwell Health’s policy to provide equal employment opportunity and treat all applicants and employees equally regardless of their age, race, creed/religion, color, national origin, immigration status or citizenship status, sexual orientation, military or veteran status, sex/gender, gender identity, gender expression, disability, pregnancy, genetic information or genetic predisposition or carrier status, marital or familial status, partnership status, victim of domestic violence, sexual or other reproductive health decisions, or other characteristics protected by applicable law.