Medicare Advantage Customer Care Lead (Remote)

Mass General Brigham; United States; Remote; USD 30,000 - 44,000; Full time

Benefits offered by this job

Remote role

HIPAA-compliant workstation

Job summary

Mass General Brigham seeks a customer service professional to support Medicare beneficiaries through phone, email, and in-person interactions. You will resolve inquiries, explain benefits, and guide enrollment while protecting patient information under HIPAA in a remote setting.

Responsibilities include handling claims, billing questions, documenting interactions, and collaborating with billing and care teams to resolve escalations.

Qualifications

• Experience in Customer Service, preferably in healthcare, insurance, or call center setting (1-2 years)
• Experience with Medicare beneficiaries, healthcare billing, or insurance plans (0-1 year) preferred
• Experience with DSNP preferred

Responsibilities

• Respond to inbound calls, emails, and inquiries from Medicare members regarding coverage, eligibility, claims, and billing
• Assist members in understanding their plan benefits and how to access services within the network
• Document all member interactions accurately in systems and ensure confidentiality per HIPAA guidelines
• Collaborate with billing, care management, and clinical teams to resolve complex issues or escalations
• Educate members on preventive services, appointment scheduling, and care navigation resources
• Follow scripts, protocols, and CMS regulations to maintain compliance
• Meet performance and quality metrics such as call volume, response time, and customer satisfaction

Skills

Communication skills

Empathy

Attention to detail

Multitasking

Education

High School Diploma or equivalent

Associate's Degree preferred (Healthcare Administration / Business / Related Field)

Tools

Microsoft Office

CRM / call tracking software

EHR systems

Job description

Mass General Brigham seeks a customer service professional to support Medicare beneficiaries through phone, email, and in-person interactions. You will resolve inquiries, explain benefits, and guide enrollment while protecting patient information under HIPAA in a remote setting.

Responsibilities include handling claims, billing questions, documenting interactions, and collaborating with billing and care teams to resolve escalations.