Hybrid Patient Billing Specialist

Mass General Brigham (Enterprise Services); Somerville (MA); Hybrid; USD 24,000 - 35,000; Full time

Job summary

Mass General Brigham in Somerville, MA is seeking a Customer Service/Patient Billing Solutions professional to review and resolve guarantor account balances. You will handle inbound/outbound contacts via phone, email, and Epic messages, ensuring timely responses and accurate billing actions.

The role requires 0-1 year of customer service experience, a High School Diploma or equivalent, and proficiency with CRM systems.

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.
• 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.

Responsibilities

• 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 escalation complex issues to management when appropriate.

Skills

Phone etiquette

Active listening

Strong writing

CRM familiarity

Customer orientation

Excellent communication

Education

High School Diploma or Equivalent

Tools

Epic HB/PB Resolute

Job description

Mass General Brigham in Somerville, MA is seeking a Customer Service/Patient Billing Solutions professional to review and resolve guarantor account balances. You will handle inbound/outbound contacts via phone, email, and Epic messages, ensuring timely responses and accurate billing actions.

The role requires 0-1 year of customer service experience, a High School Diploma or equivalent, and proficiency with CRM systems.