Customer Service Rep, Hybrid - MA

Mass General Brigham•Somerville, MA

2d•$18 - $25•Hybrid

About The Position

The Customer Service Rep works in Patient Billing Solutions (PBS), reviewing and resolving guarantor account balances under the general direction of the Manager. The role responds to inbound and outbound guarantor contacts by phone, written correspondence, email, or secure Epic in-basket requests, with an emphasis on timely responses that generally match the contact method used. The position researches and resolves patient and guarantor account questions involving billing, insurance, payments, and related matters; updates information needed for accurate billing; and documents interactions while maintaining HIPAA confidentiality. The role uses Epic HB/PB Resolute and other billing and eligibility systems, processes payments and payment arrangements, and directs complex or out-of-scope issues to appropriate departments or management. This is a hybrid position in Somerville, Massachusetts, requiring onsite work three days per week. Onsite days rotate according to the team schedule. The Monday–Friday schedule has shifts ranging from 8:00 AM to 5:00 PM EST, and the position is scheduled for 40 hours per week.

Requirements

High school diploma or equivalent.
Proven customer support experience or experience as a client service representative.
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.

Nice To Haves

Customer service experience; 0–1 year preferred.
Track record of over-achieving quota.

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, or refer issues to Billing, Coding, Financial Counseling, or other departments.
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.