Customer Service Representative

Title: Customer Service Rep

Location: Somerville, MA, United States

Full time

job requisition id: RQ4011379

Job Description:

Site: Mass General Brigham Health Plan Holding Company, Inc.

At Mass General Brigham, we know it takes a surprising range of talented professionals to advance our mission-from doctors, nurses, business people and tech experts, to dedicated researchers and systems analysts. As a not-for-profit organization, Mass General Brigham is committed to supporting patient care, research, teaching, and service to the community. We place great value on being a diverse, equitable and inclusive organization as we aim to reflect the diversity of the patients we serve.

At Mass General Brigham, we believe a diverse set of backgrounds and lived experiences makes us stronger by challenging our assumptions with new perspectives that can drive revolutionary discoveries in medical innovations in research and patient care. Therefore, we invite and welcome applicants from traditionally underrepresented groups in healthcare - people of color, people with disabilities, LGBTQ community, and/or gender expansive, first and second-generation immigrants, veterans, and people from different socioeconomic backgrounds - to apply.

Job Summary

Responsible for communicating with patients, insurance companies, and other parties to collect outstanding balances, resolve billing disputes, and ensure proper reimbursement for the hospital.

Essential Functions:

• Monitor and manage the accounts receivable of the hospital by reviewing and following up on outstanding balances.
• Communicate with insurance companies, patients, and other relevant parties to resolve billing issues and outstanding claims.
• Contact patients and insurance companies via phone calls, emails, or written correspondence to collect outstanding balances.
• Investigate and resolve billing disputes or discrepancies by gathering necessary documentation, coordinating with the billing department, and communicating with patients or their representatives.
• Verify insurance coverage and eligibility for patients, ensuring accurate billing and claim submission.
• Assist patients in understanding their medical bills, insurance coverage, and payment options.
• Maintain accurate and up-to-date records of collections activities, payment arrangements, and communication with patients and insurance companies.

Training Schedule:

There is mandatory training for 3-4 consecutive weeks with a start date of May 19 2025, Monday - Friday from 8:30 am to 5:00 pm. Time off during this training period is not approved (No vacation PTO approved during 30-day training).

Post Training Schedule:

• 9:30AM - 6:00PM (Monday-Friday) (EST)

OR

• 9:00AM - 5:30PM (Mon, Tue, Wed, and Fri) with 11:30AM - 8:00PM (Thurs) (EST)

A quiet, secure, stable, and compliant workstation is required for this fully remote role.

Qualifications

Education

High School Diploma or Equivalent required or Associate's Degree Healthcare Management preferred

Knowledge, Skills and Abilities

• Knowledge of medical billing processes, insurance claim submission, and reimbursement principles.
• Familiarity with insurance plans, government programs, and their billing requirements.
• Excellent communication skills, both written and verbal, to interact effectively with patients, insurance companies, and colleagues.
• Strong negotiation and problem-solving skills to resolve billing disputes and collect outstanding balances.
• Attention to detail and accuracy in recording collection activities and maintaining documentation.

Additional Job Details (if applicable)

Physical Requirements

• Standing Frequently (34-66%)
• Walking Frequently (34-66%)
• Sitting Occasionally (3-33%)
• Lifting Frequently (34-66%) 35lbs+ (w/assisted device)
• Carrying Frequently (34-66%) 20lbs - 35lbs
• Pushing Occasionally (3-33%)
• Pulling Occasionally (3-33%)
• Climbing Rarely (Less than 2%)
• Balancing Frequently (34-66%)
• Stooping Occasionally (3-33%)
• Kneeling Occasionally (3-33%)
• Crouching Occasionally (3-33%)
• Crawling Rarely (Less than 2%)
• Reaching Frequently (34-66%)
• Gross Manipulation (Handling) Frequently (34-66%)
• Fine Manipulation (Fingering) Frequently (34-66%)
• Feeling Constantly (67-100%)
• Foot Use Rarely (Less than 2%)
• Vision - Far Constantly (67-100%)
• Vision - Near Constantly (67-100%)
• Talking Constantly (67-100%)
• Hearing Constantly (67-100%)

Remote Type

Remote

Work Location

399 Revolution Drive

Scheduled Weekly Hours

40

Employee Type

Regular

Work Shift

Day (United States of America)

EEO Statement:

Mass General Brigham Health Plan Holding Company, Inc. is an Equal Opportunity Employer. By embracing diverse skills, perspectives and ideas, we choose to lead. 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.

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.