Client Service Associate

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.

Works under the direction of the Administrative Director located at 2 Wells Avenue, Newton. The Client Service Associate supports client services, including client support, scheduling logistics, materials fulfillment, data tracking, invoice inquiry, workflow support, managing consults, and block/slide receipt and returns for DX and DP cases, and client-based billing. The Associate works directly with the Sales Associate, managing new and existing accounts, and develops weekly and monthly reports detailing client activity.

Other responsibilities include maintenance of a provider database and supporting registration, insurance verification and supporting proofing of draft reports.

• Responsible for handling all patients’ billing problems and inquiries, and working with and triaging to resolve problems. Responsible for explaining fee structures and insurance requirements to patients.
• Provide supply fulfilment, including requisitions. Develop a schedule and contact practices to manage supply needs.
• Use EPIC to research invoices and identify information to help answer questions about billing.
• Identify denied accounts and update insurance to support proactive account management.
• Identify insurance updates based upon patient calls, to be updated by the registration associate, and track changes as part of the QA process.
• Liaison between clients and MGPO Dermatopathology, managing the process and following up on the timely receipt of slides and blocks.
• Oversee incoming calls and basic reception, including triaging calls and resolving client requests, including the location of reports and timing of cases.
• Maintain weekly reports on key data points, tracking client service.
• Support patient information requests between MGPO Dermatopathology and Client Office, including outstanding insurance information, billing requirements and special requests.

Education
:
High School Diploma or Equivalent required.
Bachelor’s Degree preferred.
Can this role accept experience in lieu of a degree? No.

Experience
: 4-6 years of relevant experience preferred, 3-5 years required. Experience in a healthcare setting and knowledge of 3rd party payers and billing 2-3 years required.

Laboratory Experience
: 1-2 Years Preferred. CoPath, Epic, Workday knowledge 1-2 years preferred.

Knowledge,

Skills and Abilities

• Demonstrate excellent customer service skills, listening, and problem-solving.
• Proficient knowledge of Microsoft Word and Excel.
• Strong attention to detail.

Remote Type
:
Onsite

Work Location
: 2 Wells Avenue

Scheduled Weekly Hours
: 40

Employee Type
:
Regular

Work Shift
:
Day (United States of America)

Pay Range
: $17.71 - $24.28/Hourly

Grade
: 2

1200 The General Hospital Corporation 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 .

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.