Patient Business Representative Team Lead

Mass General Brigham; Boston (MA); Hybrid; USD 32,000 - 44,000; Full time

Job summary

Mass General Brigham is seeking a Patient Business Representative Team Lead who will report to the Manager of Financial Counseling. The role combines financial counseling with front-line registration duties and leads a team of PBRs to support low-income, uninsured, and underinsured patients applying for financial assistance.

The Team Lead collaborates with Case Management, Social Work, and Billing to resolve billing issues, trains new hires, and ensures compliance with hospital policies.

Qualifications

• High School Diploma or equivalent required; an Associate’s Degree in Healthcare Administration preferred.
• 2–3 years of healthcare setting experience with patient access and registration required.
• Knowledge of patient access procedures, healthcare regulations, and insurance coverage.
• Excellent customer service, empathy, and communication skills.
• Ability to prioritize tasks, work independently, and manage multiple projects.
• Proficiency in Microsoft Office and electronic medical record systems.

Responsibilities

• Lead the Patient Business Representative team under the Manager of Financial Counseling.
• Serve as primary practice contact for billing/financial issues.
• Train new hires and retrain staff as needed.
• Collaborate with Case Management, Social Work, and Billing to resolve patient fiscal issues.
• Oversee training and ensure compliance with revenue cycle processes.

Skills

Patient access

Customer service

Communication

Prioritization

Multitasking

Independent work

Education

Associate's Degree in Healthcare Administration

Tools

Microsoft Office

EMR systems

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.

Job Summary

The Patient Business Representative Team Lead reports directly to the Manager of Financial Counseling. The PBR Team Lead, under the direction of the Manager, is responsible for all the responsibilities of the Patient Business Representative positions. The PBR function as a financial counselor and registrar and is responsible for the in-depth evaluation serving as an advocate and navigator, assisting low-income, uninsured and underinsured patients with applying for financial assistance programs to secure healthcare coverage. The PBR Team Lead will serve as the primary practice contact when patients require assistance with various billing/financial related issues, which cannot otherwise be resolved by the practice service representative.

The PBR Team Lead will have a strong working knowledge of all aspects of the billing/revenue cycle, managed care requirements, coding and compliance. Utilizing a variety of available resources and contacts the team lead counselor will assess and work towards the resolution of identified patient fiscal issues. The PBR Team Lead will work collaboratively with Case Management, Social Work, BWPO Practice Management, Patient Accounts, BWH Customer Service, Patient Relations, BWPO Billing Agencies, the Office of General Counsel, and State Agencies, e.g., EOHHS, DHCFP, etc.

In addition, the Patient Business Representative Team Lead will act as a department resource, which include assisting in the training of new hires, or the retraining of existing hires. The PBR Team Lead will act as lead for teams, as assigned, which can vary. The PBR Team Lead will assist the Management team in projects as necessary and assigned.

Qualifications

Job Description

High School Diploma or Equivalent required or Associate’s Degree Healthcare Administration preferred or Associate’s Degree Related Field of Study preferred

Can this role accept experience in lieu of a degree?
No

Experience in a healthcare setting, with a focus on patient access and registration 2-3 years required

Knowledge, Skills and Abilities

• Knowledge of patient access procedures, healthcare regulations, and insurance coverage.
• Excellent customer service skills, including active listening, empathy, and effective communication.
• Ability to prioritize tasks, work independently, and manage multiple projects simultaneously.
• Proficiency in Microsoft Office and electronic medical record systems.

Additional Job Details (if applicable)

Additional Job Description

Interpersonal relationship skills necessary to communicate effectively with patient/family, physicians and their support staff, medical staff, nursing staff, other hospital personnel and many external organizations and agencies.

The technical knowledge of specific legal and regulatory requirements and an understanding of complex third party and medical assistance polices and procedures.

Knowledge of the hospital information system with emphasis on accounts receivables programs.

Ability to function independently and prioritize work within established policies.

Must complete MassHealth’s curriculum for Certified Application Counselor (CAC) and maintain certification renewal annually

Requires good judgment, tact, sensitivity and the ability to function in a stressful environment.

Ability to maintain confidentiality regarding the patients, their medical histories, demographic and fiscal information, etc.

This role will train at the Brigham and Women’s main campus (45 Francis Street). Training is roughly for the first 3 months. After the training period, this role will be at assigned to the Faulkner Main Campus.

Remote Type

Hybrid

Work Location

1153 Centre Street

Scheduled Weekly Hours

40

Employee Type

Regular

Work Shift

Day (United States of America)

Pay Range

$22.22 - $31.71/Hourly

Grade

4

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.

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 of 1990, applicants who require accommodation in the job application process may contact Human Resources at (857)-282-7642.

Mass General Brigham Competency Framework

At Mass General Brigham, our competency framework defines what effective leadership “looks like” by specifying which behaviors are most critical for successful performance at each job level. The framework is comprised of ten competencies (half People-Focused, half Performance-Focused) and are defined by observable and measurable skills and behaviors that contribute to workplace effectiveness and career success. These competencies are used to evaluate performance, make hiring decisions, identify development needs, mobilize employees across our system, and establish a strong talent pipeline.