Customer Service Representative Patient Billing Solutions

The Opportunity The team is growing and hiring Remote Customer Service Representatives for Patient Billing Solutions (PBS). PBS reviews and resolves guarantor account balances through inbound and outbound contacts using phone, written correspondence, email, or Epic secure inbox requests. Primary focus is timely responses to guarantor inquiries, securing payments, adjusting accounts, initiating insurance reviews, refunding balances, and resolving registration, demographic, or insurance coverage issues. Account resolution requires expertise in multiple Epic modules (HB Resolute, PB Resolute, Registration/ADT, Credit Specialist training) and broad knowledge of medical billing, insurance processing, and HIPAA privacy guidelines. The goal is to resolve guar?tor concerns by providing excellent customer service that enhances the overall MGB experience. What You'll Do Respond to patient/guarantor/customer concerns across issues such as payer denials, coding accuracy, secondary billing, COB verification, co?insurance, deductibles, and demographic/insurance updates. Apply Credit & Collection and Financial Assistance policies, inform patients of available assistance, and manage payment arrangements and applications. Provide timely, professional account reviews, analysis, and resolution of inquiries, aiming to resolve issues on the initial call. Update patient fiscal and demographic information in billing systems, ensuring accurate claims processing and Medicare Secondary Payer tracking. Obtain information from Epic (HB & PB Resolute) and other support systems (Legacy Data Access, OnBase, eligibility verification, SharePoint) to identify root causes and resolve complex issues. Understand liability claims, legal basics, medical terminology, and MGB network hospital protocols. Maintain courteous, high?quality customer service, listening attentively, and prioritizing caller concerns. Handle all communications including work queues, correspondence, telephone, and email (MGB internal, Patient Gateway, Epic Inbox). Follow through on commitments and achieve desired results, using sound judgment and evidence?based problem solving. What You'll Bring High School diploma or GED equivalent (required) Associate's degree (preferred) Epic billing systems knowledge (preferred) Effective communication, organization, and problem?solving skills (required) 1?3 years of relevant experience in customer service or collections within a health?care setting (strongly preferred) Alternative work experience or training in lieu of experience considered Skills and Duties for Success Answer at least 4050 calls per day, maintaining a daily account list. Maintain an 80% resolution rate on first call without supervisor referral. Achieve 90%+ quality assurance review scores. Document every account interaction clearly and accurately; ensure required record?keeping and HIPAA compliance. Collaborate with Coding, Third?Party Billing, Revenue Control, and Group Practice Billing Managers for complex issues. Identify root causes of inquiries, report findings, and follow up to ensure resolution. Maintain professional conduct, comply with MGB policies, and attend required training. Working Model M?F, 8:00?AM?4:30?PM EST hours required , secure, stable, compliant workstation required for remote role Video interviews and Teams video access required during first weeks Mass General Brigham Incorporated 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. #J-18808-Ljbffr