Customer Service Rep, Hybrid - MA

Site: Mass General Brigham Incorporated

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, MA

Reporting 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
Hybrid

Work Location
399 Revolution Drive

Scheduled Weekly Hours
40

Employee Type
Regular

Work Shift
Day (United States of America)

Pay Range
$17.71 - $25.28/Hourly

Grade
2
At Mass General Brigham, we believe in recognizing and rewarding the unique value each team member brings to our organization. Our approach to determining base pay is comprehensive, and any offer extended will take into account your skills, relevant experience if applicable, education, certifications and other essential factors. The base pay information provided offers an estimate based on the minimum job qualifications; however, it does not encompass all elements contributing to your total compensation package. In addition to competitive base pay, we offer comprehensive benefits, career advancement opportunities, differentials, premiums and bonuses as applicable and recognition programs designed to celebrate your contributions and support your professional growth. We invite you to apply, and our Talent Acquisition team will provide an overview of your potential compensation and benefits package.

EEO Statement:
0100 Mass General Brigham Incorporated is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. To ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veteran’s Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants who require accommodation in the job application process may contact Human Resources at (857)-282-7642.

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.