For Maureen Lenihan Compassion is Key to Service

Maureen Lenihan: A billing account representative who proves that compassion is key to service

Maureen Lenihan had two fulfilling careers: working at a rapidly-growing clinic and, later, as a stay-at-home mom to three young children. When her youngest child turned four, she decided to pursue a new career, this time in medical billing. Maureen applied to the competitive medical billing program at LaGuardia Community College, which was developed in partnership with Weill Cornell Medicine. She was not only accepted, but also received a full scholarship.

After completing the program, Maureen joined Weill Cornell Medicine in May 2016, where she now works at the Physician Organization’s Business Office Customer Service Department as an account representative. “I will always be grateful to Carey Lawrence, my supervisor,” says Maureen. “He gave me a shot. Working here is an incredible opportunity to learn and grow.”

Maureen’s function is primarily customer service: she answers calls and e-mails from current and past patients with questions about their medical bills. The statements are for services provided by Weill Cornell Medicine physicians either in their office or through in-patient services. She is also responsible for resolving account issues within the EPIC Resolute Practice Management system.

Excelling in a detail-orientated and highly personal role 

“I love to help people,” explains Maureen. “And I know that after an illness or accident, the last thing a patient wants to deal with is a bill that may be confusing. I am a perfect fit for this job because I’m good at reassuring patients’ frustrations and anxieties, as well as handling the details needed to address their billing issues.” 

Maureen resolves issues by calling patients, updating and correcting account information, and answering questions. She works diligently with insurance companies to ensure that claims are processed accurately. If a patient is left with a large balance after insurance and demonstrates a need for financial assistance, Maureen can offer a payment plan based on their ability to pay.

“When patients call us, they are usually upset or confused about a bill,” Maureen says. “It’s my job to listen. I let them know that I understand their frustrations and that I’m working to help them. Just knowing that someone is on their side alleviates so much stress.”

Adding a personal touch 

Maureen takes pride in her high success rate. And, even though Maureen’s medical billing career began recently, many patients have already praised her for her excellent service. One patient, Taube, took the time to write to Maureen’s manager.

“I am extremely happy with Maureen’s work and help,” said Taube. “She lent a personal touch to our conversation that left me feeling more confident. And, most importantly, she effectively solved a lingering problem with my tertiary insurance.  Maureen promised to look into it and call me back that day with an update. And call me back—with good news—she did.” 

Taube’s tertiary insurance company did not pay its portion of the medical bill, leaving her a significant balance. Maureen knew right away that this particular insurance plan was never automatically verified in the computer system; it needed to be done manually. So, Maureen called the insurance company and manually verified Taube’s account, which meant that her statement balance was now covered entirely by insurance.

“This literally took 20 minutes,” recalls Maureen, “and it made her so happy when I called her back. However, I was just doing my job.”

Grateful to work at Weill Cornell Medicine 

Maureen enjoys working at Weill Cornell Medicine’s Business Office for many reasons, including her colleagues. “I have learned so much from them,” she says. “We are always there for others and support each other. We all try do the best possible job for our patients. It’s a very impressive organization because everyone you meet is so helpful and kind.”

She is also grateful to work for an organization that provides such excellent patient care. “Weill Cornell Medicine’s commitment to high-level care is seen in all departments,” explains Maureen, “and at all levels of the organization, including the Business Office. Patients benefit from our hard-working and compassionate employees, including the physicians, nurses, and my colleagues at the Business Office.”

Do you have a billing question? Contact Weill Cornell Medicine or call 1-855-880-0343.