Lincoln Medical and Mental Health Center is one of New York City's premier acute care hospitals. Located in Downtown Bronx, Lincoln is a teaching hospital renowned for its Centers of Excellence, and a recognized industry leader in the implementation of state-of-the art medical technology and best practices. Our team of highly trained and caring medical professionals is dedicated to providing the highest quality health care that is safe, compassionate, culturally competent and patient-centered. Comprehensive services are offered in three major primary care areas: Medicine, Pediatrics, and Women's Health in addition to more than eighty (80) specialty services. At Lincoln, the safety and comfort of our patients is our number one priority.

At NYC Health + Hospitals, our mission is to deliver high quality care health services, without exception. Every employee takes a person-centered approach that exemplifies the ICARE values (Integrity, Compassion, Accountability, Respect, and Excellence) through empathic communication and partnerships between all persons.

Visit us at www.nyc.gov/html/hhc/lincoln.

Job Description

JOB DESCRIPTION

As a member of the Central Office Revenue Cycle Services department, the Senior Billing Inquiry Advisor's overall responsibility is to provide our patients/guarantors with an exceptional financial experience by assisting and guiding them with their billing inquiries. Activities are performed via H+H's patient management (registration and billing) system, an enterprise-wide telephone system, a shared electronic patient communication in-basket, shared lockbox correspondence and shared work queues. Common tasks, but not limited to, include researching and responding to customer billing questions, processing credit card payments, providing payment plans, updating insurance-related information, escalating billing issues, and directing patients who require financial assistance to an NYC H+H Financial Counselor. The Senior Billing Inquiry Advisor will also supervise, coach, mentor, and guide staff members on their job responsibilities to ensure quality performance and standard expectations are being met.

Billing inquiry activities are performed via an enterprise-wide telephone system, a shared electronic patient communication in-basket, shared lockbox correspondence, and a shared work queue. Common tasks include answering patient/guarantor billing questions, processing credit card payments, providing payment plans, updating insurance information, escalating billing issues, and directing patients who require financial assistance to an NYC H+H Financial Counselor.

SUMMARY OF DUTIES AND RESPONSIBILITIES

The identification of essential functions below is not intended to be an exhaustive list of all duties that may be assigned to this position, nor does it restrict the duties which may be assigned to the position within the revenue cycle process.

1. Supervise, coach, mentor, and provide guidance to Billing Inquiry Advisors to ensure they are performing required tasks accordingly
2. Oversee the performance of the Billing Inquiry Advisor, supporting the learning needs to ensure skill sets are up to par with the requirement of tasks
3. Monitor the overall performance of the Billing Inquiry team to ensure performance standards are met and we are providing our patients with a quality financial experience (i.e., Utilize reports to monitor call wait times, abandoned calls, MyChart inquiries, and correspondence).
4. Communicate job and performance expectations, and promote concepts of accountability, proactive work, and prioritization.
5. Responsible to ensure Billing Inquiry Advisors are reporting to their shift on a timely basis and are prepared to work
6. Prepare and provide input on performance evaluations
7. Share with department leadership areas of opportunity to enhance workflows and department operations that lend themselves to a better customer experience
8. Collaborate with leadership to streamline processes and ensure ongoing communication of new developments and changes in workflow.
9. Provide exceptional customer service
10. Ensure Bl team members have the required equipment and resources to appropriately perform their responsibilities
11. Work with Revenue Cycle Institute to develop on-board program that effectively prepares new employees to perform their functions
12. Schedule training, prepare materials, and provide support for the implementation of process or system changes.
13. Ensure all Billing Inquiry staff are completing tasks in a timely manner including, but not limited to, Billing Inquiry-related work queues MyChart inquiries, and lockbox correspondence.
14. Respond to customer complaints from patients, family members and guarantors
15. Field patient inquires and direct questions outside of the billing inquiry scope to the appropriate department
16. Research and collaborate with other departments to ensure customer Bl requests are responded to timely and accurately
17. Ensure all work is approached with NYC H+H's vision and values, and departmental objectives and strategic goals as the driving factors.
18. Respond to billing inquiries from patients, family members, and guarantors regarding expected or owed patient liability

Minimum Qualifications

Associate Degree from an accredited college or university in Healthcare, Public Administration, Finance, Business, Organizational Management, or related field preferred.; or,

High School diploma or its educational equivalent approved by the State Department of Education or a recognized accrediting organization,

If you wish to apply for this position, please apply online by clicking the "Apply Now" button or forward your resume, noting the above Job ID #, to:

Lincoln Medical & Mental Health Center
Human Resources Department
234 Eugenio Maria De Hostos Blvd, (East 149th Street),
2nd Floor, Annex
Bronx, NY 10451
Attn: Recruitment Unit

NYC Health and Hospitals offers a competitive benefits package that includes:

• Comprehensive Health Benefits for employees hired to work 20+ hrs. per week
• Retirement Savings and Pension Plans
• Loan Forgiveness Programs for eligible employees
• Paid Holidays and Vacation in accordance with employees' Collectively bargained contracts
• College tuition discounts and professional development opportunities
• Multiple employee discounts programs

Public Service Loan Forgiveness Program (PSLF): The federal government provides student loan forgiveness through its Public Service Loan Forgiveness Program (PSLF) to all qualifying public service employees. Please visit the PSLF website for eligibility information: https://studentaid.ed.gov/sa/repay-loans/forgiveness-cancellation/public-service.