Resolution Support Specialist

0100 Mass General Brigham Incorporated; Somerville (MA); Remote; USD 27,000 - 39,000; Full time

Job summary

Mass General Brigham Supply Chain, within Mass General Brigham Finance, supports a $3.5 billion procurement operation for 14 institutions, including Massachusetts General Hospital and Brigham and Women's. The role focuses on handling match exceptions, invoices, and inquiries in a remote setting.

Requires strong organizational, communication, and problem-solving skills; experience with ServiceNow and common ERP tools is preferred.

Qualifications

• Bachelor's degree preferred in a related field.
• 1+ years in purchasing, operations, accounts payable, information systems, and/or customer service support-related work.

Responsibilities

• Review 90-120 match exceptions daily per procedures.
• Resolve invoice match exceptions via queue and escalations.
• Use ServiceNow to track, report, and respond to match inquiries.
• Handle calls with suppliers and employees on procure-to-pay questions.
• Identify trends in recurring issues and report to the Corporate Manager or designee.
• Run department queries to resolve invoice queries and identify exceptions.
• Communicate professionally with supervisor, management, peers and staff.
• Maintain patient/physician confidentiality as required.

Skills

ServiceNow

Customer service

Communication

Data queries

Teamwork

Education

Bachelor's Degree

Tools

Microsoft Outlook

Microsoft Office

Workday

GHX

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

Mass General Brigham Supply Chain, a department within Mass General Brigham Finance, is committed to managing a progressive supply chain continuum. Driven by accountability, ethics, and fiduciary responsibility, we support the Mass General Brigham's mission through operational Excellence. Supporting a $3.5 billion Supply Chain, the incumbent will be the first point of contact for customers regarding the Procure to Pay process for 14 Institutions, including Massachusetts General Hospital and Brigham and Women's.

Essential Functions

• Ability to review and follow instructions in resolving 90-120 match exceptions items daily per department standard operating procedures.
• Provide a solution-driven mentality in resolving invoice in match exceptions assigned via queue and as escalated to resolve escalated inquiries.
• Utilize the ServiceNow ticketing system to track, report, and respond to Match Exceptions inquiries.
• Ability to handle incoming calls and perform outbound calls with suppliers and employees as needed to support the transactional operations and questions on the procure-to-pay process.
• Identify and provide feedback on trends, patterns of recurring issues to Corporate Manager or their designee.
• Run frequent department-provided queries to ensure resolution of invoice queries to determine orders with missing confirmations and subsequently queries to identify which exceptions need to be resolved.
• Other duties as requested by the Manager of Purchasing and/or designee.
• Ensures proper communication and customer service throughout the department.
• Acts as a model to department staff to demonstrate appropriate and professional manner for dealing with all customers.
• Respects and maintains the confidentiality of all patients, physicians, and hospital-related information.
• Cooperates and communicates in an effective, professional manner with supervisor, management, peers, general staff, physicians, and other personnel.
• Encourages open communication and verbalization of opinions among staff in an attempt to identify and resolve problems.

Qualifications

Education

Bachelor's Degree Related Field of Study preferred

Experience

1+ years of experience in purchasing, operations, accounts payable, information systems, and/or customer service support-related work preferred

Knowledge, Skills and Abilities

• Requires excellent organizational skills.
• Requires excellent verbal, written, and communication skills.
• Requires the ability to work independently, take initiative and prioritize tasks.
• Able to work as a team member.
• Knowledge of basic computer systems (ex: Microsoft Outlook, Microsoft Office) and preferably PHS applications (ex: Workday, GHX).

Working Model

Remote, Monday - Friday, eastern standard business hours Requires a quiet, secure, HIPAA-compliant working station

Additional Job Details (if applicable)

• Remote Type Remote Work Location 399 Revolution Drive
• Scheduled Weekly Hours 40
• Employee Type Regular
• Work Shift Day (United States of America)
• Pay Range $19.81 - $28.30/Hourly Grade 3

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

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. Combat disease. Hold a hand. Help people. Impact the world. Mass General Brigham is a passionate, welcoming community where minds meet caring hearts. Come be a part of the world's most powerful force in medicine, where every role is important in changing lives. Are you ready? Our history includes New England hospitals founded over 200 years ago, some of the first and most prestigious hospitals in the world. Built on the legacy of two leading academic medical centers, we're more than a system - we're more than a system - we're more than a system. Mass General Brigham is committed to serving the community. We are dedicated to enhancing patient care, teaching and research, and taking a leadership role as an integrated health care system. We recognize that increasing value and continuously improving quality are essential to maintaining excellence.