Resolution Support Specialist

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.

Mass General Brigham Supply Chain, a department within Mass General Brigham Finance, is committed to managing a progressive supply chain continuum. Driven by accountability, ethics, and fiduciary responsibility, we support the Mass General Brigham's mission through operational Excellence. Supporting a $3.5 billion Supply Chain, the incumbent will be the first point of contact for customers regarding the Procure to Pay process for 14 Institutions, including Massachusetts General Hospital and Brigham and Women's.

• Ability to review and follow instructions in resolving 90-120 match exceptions items daily per department standard operating procedures.
• Provide a solution-driven mentality in resolving invoice in match exceptions assigned via queue and as escalated to resolve escalated inquiries.
• Utilize the Service Now ticketing system to track, report, and respond to Match Exceptions inquiries.
• Ability to handle incoming calls and perform outbound calls with suppliers and employees as needed to support the transactional operations and questions on the procure-to-pay process.
• Identify and provide feedback on trends, patterns of recurring issues to Corporate Manager or their designee.
• Run frequent department-provided queries to ensure resolution of invoice queries to determine orders with missing confirmations and subsequently queries to identify which exceptions need to be resolved.
• Other duties as requested by the Manager of Purchasing and/or designee.
• Ensures proper communication and customer service throughout the department.
• Acts as a model to department staff to demonstrate appropriate and professional manner for dealing with all customers.
• Respects and maintains the confidentiality of all patients, physicians, and hospital-related information.
• Cooperates and communicates in an effective, professional manner with supervisor, management, peers, general staff, physicians, and other personnel.
• Encourages open communication and verbalization of opinions among staff in an attempt to identify and resolve problems.

Bachelor's Degree Related Field of Study preferred

1+ years of experience in purchasing, operations, accounts payable, information systems, and/or customer service support-related work preferred

• Requires excellent organizational skills.
• Requires excellent verbal, written, and communication skills.
• Requires the ability to work independently, take initiative and prioritize tasks.
• Able to work as a team member.
• Knowledge of basic computer systems (ex: Microsoft Outlook, Microsoft Office) and preferably PHS applications (ex: Workday, GHX).

Remote, Monday - Friday, eastern standard business hours Requires a quiet, secure, HIPAA-compliant working station

• Remote Type Remote Work Location 399 Revolution Drive
• Scheduled Weekly Hours 40
• Employee Type Regular
• Work Shift Day (United States of America)
• Pay Range $19.81 - $28.30/Hourly Grade 3

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.

Mass General Brigham Incorporated is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religious creed,…