Customer Service Rep, Hybrid - MA

The General Hospital Corporation; Somerville (MA); Hybrid; USD 24,000 - 35,000; Full time

Job summary

Mass General Brigham Incorporated seeks a Patient Billing Solutions associate in Somerville, MA. You will handle guarantor inquiries via phone, email, or written messages and ensure accurate billing and claim processing, while maintaining HIPAA standards.

You will review accounts, resolve billing issues, and educate patients on available financial assistance options, with a focus on high-quality service and timely responses.

Qualifications

• Proven customer support experience or experience as a client service representative.
• Written responses required, strong writing skills a must.
• Track record of over-achieving quota.
• Strong phone contact handling skills and active listening.

Responsibilities

• Resolve patient/guarantor inquiries and complaints via phone, email, or written correspondence.
• Review patient accounts and resolve billing issues including denials, copays, and payments.
• Research account activity and escalate to appropriate teams when needed.
• Verify and update demographic, insurance, and registration information for accurate processing.
• Process payments and educate patients on financial assistance options.
• Use Epic HB/PB Resolute and other systems to research and resolve issues.
• Document all interactions clearly while maintaining HIPAA confidentiality.
• Meet productivity and quality standards (40–50 calls/day, 80% issue resolved, 90%+ quality).

Skills

Customer support

Written communication

Phone handling

CRM systems

Education

High School Diploma or Equivalent

Tools

Epic HB/PB Resolute

Job description

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 elevate complex issues to management when appropriate.

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.
• Written responses required, strong writing skills a must.
• 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-4:30 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

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