Customer Service Rep, Hybrid - MA

Mass General Brigham•Somerville, MA

3d•Hybrid

About The Position

The Customer Service Rep works in Patient Billing Solutions (PBS), reviewing and resolving guarantor account balances. Reporting to and working under the general direction of the Manager, the role responds to inbound and outbound guarantor contacts by phone, written correspondence, email, and secure Epic in-basket requests. Responses should be timely and generally use the same method by which PBS was contacted. The position reviews patient accounts and resolves billing and insurance issues, researches account activity, updates demographic and insurance information, processes payments and payment arrangements, and explains financial assistance options. The representative documents interactions and account activity, protects HIPAA-confidential information, and refers or escalates issues when appropriate. The role is hybrid in Somerville, Massachusetts, with onsite work required three days per week; onsite days rotate according to the team schedule. Monday–Friday shifts range between 8:00 AM and 4:30 PM EST. The position is scheduled for 40 hours per week.

Requirements

High school diploma or equivalent.
Customer service experience of 0–1 year is preferred.
Proven customer support experience or experience as a client service representative.
Strong writing skills; written responses are required.
Track record of over-achieving quota.
Strong phone contact-handling skills and active listening.
Familiarity with CRM systems and practices.
Customer orientation and ability to adapt and respond to different types of people.
Excellent communication and presentation skills.
Ability to multitask, prioritize, and manage time effectively.
Ability to work onsite in Somerville three days per week, with onsite days rotating according to the team schedule.

Nice To Haves

Customer service experience of 0–1 year.

Responsibilities

Resolve patient and guarantor inquiries and complaints by phone, email, written correspondence, and Epic messages.
Review patient accounts and resolve issues involving billing, insurance denials, secondary billing, coordination of benefits, copays, deductibles, payments, adjustments, and refunds.
Research account activity, make appropriate corrections, and refer issues to Billing, Coding, Financial Counseling, or other departments when necessary.
Verify and update patient demographic, insurance, and registration information to support accurate billing and claim processing.
Process payments and payment arrangements and educate patients about available financial assistance options.
Use Epic HB/PB Resolute and other billing and eligibility systems to research and resolve patient account issues.
Document patient interactions and account activity clearly while maintaining HIPAA confidentiality.
Meet established productivity and quality standards, including approximately 40–50 calls per day, 80% issue resolution without escalation, and quality scores of 90% or higher.
Attend required training and escalate complex issues to management when appropriate.