Customer Service Rep, Hybrid - MA
Description
Mass General Brigham relies on a wide range of professionals, including doctors, nurses, business people, tech experts, researchers, and systems analysts to advance our mission. As a not-for-profit, we support patient care, research, teaching, and community service, striving to provide exceptional care. We believe that high-performing teams drive groundbreaking medical discoveries and invite all applicants to join us and experience what it means to be part of Mass General Brigham.
Job Summary
Hybrid in Somerville, MAReporting to and working under the general direction of the Manager, the teammates in Patient Billing Solutions (PBS) review and resolve guarantor account balances. Contact with guarantors can be either inbound contacts or outbound contacts that are generated by phone, written correspondence, email or secure Epic in-basket requests. Primary focus includes timely responses to guarantor inquiries generally matching the method that was used to contact PBS.
Essential Functions
Resolve patient/guarantor inquiries and complaints through phone, email, written correspondence, and Epic messages.
Review patient accounts and resolve issues involving billing, insurance denials, secondary billing, coordination of benefits, copays, deductibles, payments, adjustments, and refunds.
Research account activity and make appropriate corrections or refer issues to Billing, Coding, Financial Counseling, or other departments when necessary.
Verify and update patient demographic, insurance, and registration information to support accurate billing and claim processing.
Process payments and payment arrangements and educate patients on available financial assistance options.
Use Epic HB/PB Resolute and other billing and eligibility systems to research and resolve patient account issues.
Clearly document all patient interactions and account activity while maintaining HIPAA confidentiality.
Meet established productivity and quality standards, including approximately 40–50 calls per day, 80% issue resolution without escalation, and 90%+ quality scores.
Attend required training and escalate complex issues to management when appropriate.
Qualifications
Education
High School Diploma or Equivalent required
Experience
Customer Service experience 0-1 year preferred
Knowledge, Skills and Abilities
- Proven customer support experience or experience as a client service representative.
- Track record of over-achieving quota.
- Strong phone contact handling skills and active listening.
- Familiarity with CRM systems and practices.
- Customer orientation and ability to adapt/respond to different types of characters.
- Excellent communication and presentation skills.
- Ability to multitask, prioritize, and manage time effectively.
Additional Job Details (if applicable)
- Hybrid in Somerville, MA : required onsite 3 days per week, with onsite days rotating based on team schedule
- Monday–Friday: Shifts range between 8:00 AM–5:00 PM EST
Remote Type
Work Location
Scheduled Weekly Hours
Employee Type
Work Shift
Pay Range
$17.71 - $25.28/Hourly
Grade
2
EEO Statement:
Mass General Brigham Competency Framework
At Mass General Brigham, our competency framework defines what effective leadership “looks like” by specifying which behaviors are most critical for successful performance at each job level. The framework is comprised of ten competencies (half People-Focused, half Performance-Focused) and are defined by observable and measurable skills and behaviors that contribute to workplace effectiveness and career success. These competencies are used to evaluate performance, make hiring decisions, identify development needs, mobilize employees across our system, and establish a strong talent pipeline.