Finance Help Desk Liaison

NYU Langone Health is a fully integrated health system that consistently achieves the best patient outcomes through a rigorous focus on quality, resulting in some of the lowest mortality rates in the nation. Recognized as the No. 1 comprehensive academic medical center in the country by Vizient Inc. for three consecutive years, NYU Langone offers a comprehensive range of medical services across 6 inpatient locations, the Perlmutter Cancer Center, and over 320 outpatient locations in the New York area and Florida. The system includes two tuition-free medical schools and a vast research enterprise with over $1 billion in active NIH awards.

About the role

We have an exciting opportunity to join our team as a Finance Help Desk Liaison. In this role, the successful candidate is responsible for the timely and accurate inbound receipt, documentation, classification, management, and escalation or resolution of all issues presented to the Finance Help Desk from its customer base, including employees and vendors of the NYUL Health System. Issues may be received via face-to-face interactions, phone, voicemail, email, self-service, fax, or other mediums. The role also involves providing information and education to customers to encourage adherence to NYULH policies and processes, as well as sharing insights into areas of potential improvement when recurring issues are identified.

Responsibilities

• Efficiently organize and manage tasks and projects.
• Demonstrate creative thinking when seeking alternative solutions to process challenges and issues.
• Foster partnerships between the Finance Help Desk and its customers—both internally and externally—to improve customer relations, service, and processes.
• Encourage adherence to organizational policies and procedures through communication and education.
• Provide input and feedback on internal processes that can be improved based on trends or recurring issues.
• Promote a team environment through a positive attitude, support, and coaching of other help desk agents, fostering an atmosphere of integrity and trust.
• Provide check copies or payment documentation to payees by accessing appropriate banking or financial systems and sharing information securely.
• Properly escalate incidents that cannot be addressed within the Finance Help Desk to appropriate subject matter experts (SMEs), with special attention to high-severity payroll and credit hold situations.
• Transcribe voicemails and assign categorization to self-service, email, or other unassigned cases for routing and proper handling.
• Provide the highest level of customer service to all internal and external customers while maintaining confidentiality.
• Accurately and thoroughly document all communications pertaining to employee and vendor inquiries and resolutions in the case management system.
• Communicate clearly and concisely with customers in a professional and timely manner.
• Resolve all customer issues—leveraging templates and knowledge documents—professionally, qualitatively, and responsively.
• Perform other duties as assigned.

Requirements

• Associate’s Degree (ideally in Finance or a related field) or a minimum of 2 years of call center, customer service, or similar experience.
• Proficient in spoken and written English.
• Strong verbal skills, including telephone etiquette and negotiation capabilities.
• Ability to work independently.
• Ability to maintain confidentiality.
• Demonstrated analytical and technical ability with an orientation toward problem resolution and servicing.

Preferred Qualifications

• Bilingual in Spanish is desirable.
• Ability to effectively communicate with all levels of the organization.

Benefits

NYU Langone Health provides a comprehensive benefits and wellness package designed to support employees and their loved ones at every stage of life. Offerings include:

• A robust support system for career development, family planning, and retirement savings.
• Financial security benefits and a generous time-off program.
• Employee resource groups for peer support.
• Access to a holistic employee wellness program focusing on physical, mental, nutritional, sleep, social, financial, and preventive care well-being.

Pay

The salary range for this role is $50,204.70 - $61,215.00 annually. Actual salaries depend on factors such as experience, specialty, education, and hospital need. This range does not include bonuses, incentive pay, differential pay, or other forms of compensation or benefits.