Customer Service Representative

Mass General Brigham Patient Billing Solutions Team Member

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.

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.

Account resolution takes many forms including securing payments, making appropriate adjustments, initiating reviews of insurance processing, refunding guarantor balances or resolving a wide range of registration, demographic or insurance coverage issues. Some guarantor accounts will be queued for action due to the account being placed in a Work Queue that is designated for action by a PBS team. Most staff will have some responsibility to answer phone calls via an Automated Call Distribution (ACD) process (i.e. Call Center).

This responsibility will vary based on the specific team assignment.

Account resolution typically requires expertise in multiple modules in Epic, including HB Resolute, PB Resolute, Registration/ADT and Credit Specialist training. Broad based knowledge of medical billing and insurance processing is also required. Staff must be able to respond knowledgeably to a wide range of issues for every contracted and non-contracted payer, including government and non-government payers presenting their findings professionally in language that the guarantor can understand.

Staff must be diligent in following HIPAA Privacy guidelines. The primary goal of PBS is to resolve the guarantor's concerns focusing on providing excellent customer service that enhances their overall experience with MGB.

Specific expectations and accountabilities include:

• Consistently answer calls at the average of the daily rate for the team, typically at least 40-50 calls per day.
• To the degree possible, maintain a daily list of all accounts accessed. Provide supervisor/manager with an account listing of all unresolved issues weekly.
• Representative resolves at least 80% of patient issues without referring the call to the supervisor/manager.
• Pass routine quality assurance reviews at an average of >90%
• Performs other duties tasks or projects as assigned. Able to work and think independently while being self-motivated.

Qualifications:

• High School diploma or GED equivalent required
• Associates Degree preferred but not required
• Epic billing systems knowledge preferred
• Effective communication, organizational and problem-solving skills required.
• 1-3 years relevant experience in customer service or collections in a health care setting strongly desired.
• Alternative work experience or training in lieu of experience may be considered.

Additional Job Details (if applicable):

• M-F Eastern Business hours required for remote role; shifts range 8AM - 5PM EST

• A quiet, secure, stable, HIPPA-compliant workstation is required.

Remote

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

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