[Hiring] Customer Service Representative I @Mass General Brigham

Role Description

The team is growing and hiring Remote Customer Service Representatives! The teammates in Patient Billing Solutions (PBS) review and resolve guarantor account balances. Contact with guarantors can be either inbound contacts or outbound contacts that are generated by phone, written correspondence, email or secure Epic in-basket requests. Primary focus includes timely responses to guarantor inquiries generally matching the method that was used to contact PBS.

Account resolution takes many forms including:

• Securing payments
• Making appropriate adjustments
• Initiating reviews of insurance processing
• Refunding guarantor balances
• Resolving a wide range of registration, demographic or insurance coverage issues

Some guarantor accounts will be queued for action due to the account being placed in a Work Queue that is designated for action by a PBS team. Most staff will have some responsibility to answer phone calls via an Automated Call Distribution (ACD) process (i.e. Call Center). This responsibility will vary based on the specific team assignment.

Account resolution typically requires expertise in multiple modules in Epic, including:

• HB Resolute
• PB Resolute
• Registration/ADT
• Credit Specialist training

Broad based knowledge of medical billing and insurance processing is also required. Staff must be able to respond knowledgeably to a wide range of issues for every contracted and non-contracted payer, including government and non-government payers presenting their findings professionally in language that the guarantor can understand. Staff must be diligent in following HIPAA Privacy guidelines.

The primary goal of PBS is to resolve the guarantor’s concerns focusing on providing excellent customer service that enhances their overall experience with MGB.

Qualifications

• High School diploma or GED equivalent required
• Associates Degree preferred
• Epic billing systems knowledge preferred
• Effective communication, organizational and problem-solving skills required
• 1-3 years relevant experience in customer service or collections in a health care setting strongly preferred
• Alternative work experience or training in lieu of experience may be considered

Requirements

• Consistently answer calls at the average of the daily rate for the team, typically at least 40-50 calls per day
• Maintain a daily list of all accounts accessed
• Resolve at least 80% of patient issues without referring the call to the supervisor/manager
• Pass routine quality assurance reviews at an average of >90%
• Perform other duties tasks or projects as assigned
• Properly document every account that is accessed
• Ensure accurate patient billing through review of account history, third party billing activity and analysis of payments and adjustments
• Identify root cause(s) of guarantor/patient inquiries and report findings to management
• Submit patient credit balances that need to be refunded to the appropriate parties
• Communicate clearly and concisely both orally and in writing
• Support and demonstrate the values of the MGB and affiliates by conducting activities in an ethical manner
• Maintain high standards of professional conduct

Benefits

• This is a part-time 20-hour week role. Schedule ranges from M-F 11 AM - 3 PM EST
• A quiet, secure, stable, and compliant work station is required

Company Description

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.