Patient Billing & Support Specialist - Hybrid

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

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.