This role supports the administrative and operational functions of the Financial Counseling team, ensuring accurate patient account management and an exceptional patient experience. The associate serves as a key contact for patient and staff inquiries, routing them appropriately and communicating clearly while adhering to departmental and organizational standards.
Responsibilities
Demonstrate understanding of NYU Langone Health and Financial Counseling policies, procedures, and service standards
Maintain compliance with HIPAA and all applicable regulatory requirements when handling patient information
Support Financial Counseling initiatives related to patient access, financial assistance, and insurance accuracy
Adapt to workflow changes and evolving departmental needs while maintaining service quality
Maintain awareness of the impact of decisions and actions on departmental finances and operations
Perform additional duties as assigned to support team and organizational goals
Sort, scan, organize, and distribute incoming mail, email, and faxes to Financial Counselors and appropriate teams
Prepare, organize, and route documents needed for financial counseling, insurance verification, and financial assistance applications
Assist with administrative tasks such as preparing documents/forms, obtaining required signatures, and tracking follow-up items
Support communication between Financial Counselors, Patient Access, and Patient Financial Services by ensuring timely and accurate routing of information
Ensure all correspondence and documentation are handled promptly and professionally
Support the collection and organization of patient and departmental documentation
Maintain tracking tools to support workflow management and follow-up
Conduct outreach to obtain or clarify required information
Assist with coordinating daily departmental activities and schedules
Provide general administrative support for meetings, trainings, and audit preparation
Answer patient, family, provider, and internal staff inquiries promptly, courteously, and professionally
Route inquiries to the appropriate Financial Counselor or department based on patient need
Provide general information to patients regarding documentation requirements, billing correspondence, and next steps in financial counseling workflows
Demonstrate empathy, professionalism, and respect in all interactions with patients and colleagues
Escalate complex questions or patient concerns to Financial Counselors or leadership as appropriate
Exercise sound judgment in prioritizing tasks, handling confidential information, and determining appropriate routing for inquiries and documents
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Identify issues or missing information and proactively alert Financial Counselors or supervisors
Anticipate workflow needs and take initiative to maintain smooth daily operations
Offer suggestions for improving administrative processes, data accuracy, and communication workflows
Maintain a neat, organized, and professional work environment
Seek opportunities to expand knowledge and strengthen skills relevant to revenue cycle and financial counseling operations
Maintain accurate and up-to-date documentation, logs, and electronic records in accordance with departmental procedures
Ensure timely scanning, imaging, indexing, and archiving of documents such as EOBs, correspondence, financial applications, and patient financial information
Review records for accuracy, resolve discrepancies, and ensure documentation completeness prior to Counselor review
Prepare requested data accurately and within required timeframes for audits, reporting, or departmental review
Establish and maintain organized filing systems that allow for efficient retrieval of patient and departmental records
Ensure compliance with medical center, federal, state, and regulatory retention standards
Monitor and maintain office supply inventory for Financial Counseling across assigned locations
Process supply orders, track usage, and identify opportunities for cost-effective resource management
Ensure administrative tools and materials are available to support Financial Counselors and departmental workflows
Work collaboratively with Financial Counselors, Patient Access, Patient Financial Services, and other departments to ensure coordinated patient financial support
Provide assistance to colleagues during peak times or staffing shortages
Maintain positive working relationships with internal and external partners, promoting effective communication and teamwork
Support Financial Counselors in preparing for patient consultations, assessments, and outreach activities
Ensure all patient information entered into systems meets accuracy and compliance standards
Support quality improvement initiatives aimed at enhancing operational efficiency, documentation accuracy, and patient experience
Ensure compliance with all NYU Langone Health, CMS, and regulatory documentation standards
Monitor document and data quality to help ensure accurate financial assessments and timely billing processes
Follow established guidelines for audit preparation and timely submission of requested materials
Requirements
Associate's Degree preferred but not required
2-3 years experience in patient accounts or in a related field or an equivalent combination of education and experience
Knowledge of third party operations
Familiarity with automated patient accounting systems
Excellent communication and interpersonal skills
Benefits
Comprehensive benefits and wellness package
Financial security benefits
Generous time-off program
Employee resources groups for peer support
Holistic employee wellness program focusing on physical, mental, nutritional, sleep, social, financial, and preventive care
About the Company
NYU Langone Health is a fully integrated health system that consistently achieves the best patient outcomes through a rigorous focus on quality. It offers a comprehensive range of medical services across 6 inpatient locations, its Perlmutter Cancer Center, and over 320 outpatient locations in the New York area and Florida. The system also includes two tuition-free medical schools and a vast research enterprise with over $1 billion in active awards from the National Institutes of Health. For the fourth consecutive year, Vizient Inc. ranked NYU Langone No. 1 for quality care in the nation and U.S. News & World Report recently placed 12 of its clinical specialties among the top 10 in the nation.
NYU Langone Health is a fully integrated health system that consistently achieves the best patient outcomes through a rigorous focus on quality that has resulted in some of the lowest mortality rates in the nation.
