Resolution Support Specialist

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

Job summary

Mass General Brigham Incorporated is seeking a Resolution Support Specialist for a remote role based in Somerville, MA, with a 40-hour work week. You will review and resolve 90–120 match exception items daily, handle inquiries via ServiceNow, and communicate with suppliers and internal staff to ensure accurate procure-to-pay processing.

The role requires strong organizational and communication skills, experience with purchasing or accounts payable, and proficiency with Outlook and Office.

Qualifications

• Requires 1+ years of experience in purchasing, operations, accounts payable, information systems, and/or customer service support-related work preferred.
• Excellent verbal, written, and communication skills.
• Ability to work independently, take initiative and prioritize tasks; able to work as a team member.

Responsibilities

• Review and follow instructions to resolve 90-120 match exceptions daily according to department SOPs.
• Provide solution-driven resolution for invoice match exceptions and escalated inquiries.
• Use ServiceNow to track, report, and respond to match exceptions inquiries.
• Handle incoming and outbound calls with suppliers and employees to support procure-to-pay operations.
• Identify trends and recurring issues and communicate with the Corporate Manager or designee.
• Run department queries to verify resolutions and identify which exceptions need action.

Skills

Customer service

Communication

Organizational skills

Teamwork

Problem solving

Education

Bachelor's Degree Preferred

Tools

ServiceNow

Microsoft Outlook

Microsoft Office

GHX

Workday

Job description

## Resolution Support SpecialistApply: Remote: Somerville-MA: Full time: Posted Today: RQ4080316Site: Mass General Brigham IncorporatedMass 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**3At 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. We invite you to apply, and our Talent Acquisition team will provide an overview of your potential compensation and benefits package.