Customer Service Representative

Mass General Brigham

. Review and resolve guarantor account balances .

Posted 11/5/2026full-timeSomerville • Massachusetts • United StatesMid-LevelSenior💰 $18 - $25 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in resolving guarantor account balances and patient inquiries while maintaining HIPAA confidentiality. Proficient in using Epic HB/PB Resolute and other billing systems to ensure accurate account management and customer service excellence.

Highest-signal resume keywords

Epic HB/PB ResoluteCustomer Service ExperienceStrong Writing SkillsHIPAA ConfidentialityCommunication Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Guarantor Account ResolutionBilling and Insurance Denial ManagementPayment ProcessingAccount Activity ResearchDemographic VerificationFinancial Assistance EducationProductivity Standards AchievementQuality Standards Compliance

Soft Skills

Active ListeningCustomer OrientationMultitaskingTime ManagementAdaptability

Tools & Technologies

Epic SystemsCRM Systems

Certifications & Qualifications

High School Diploma or Equivalent

Industry Keywords

Patient AccountsBillingInsurance CoordinationFinancial CounselingClient Service

About the role

Key responsibilities & impact

Review and resolve guarantor account balances
Handle inbound and outbound guarantor contacts by phone, written correspondence, email, or secure Epic in-basket requests
Resolve patient and guarantor inquiries and complaints through phone, email, written correspondence, and Epic messages
Review patient accounts and resolve billing, insurance denial, secondary billing, coordination of benefits, copays, deductibles, payments, adjustments, and refund issues
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
Process payments and payment arrangements
Educate patients on available financial assistance options
Use Epic HB/PB Resolute and other billing and eligibility systems to research and resolve account issues
Document patient interactions and account activity while maintaining HIPAA confidentiality
Meet productivity and quality standards
Attend required training
Escalate complex issues to management when appropriate

Requirements

What you’ll need

High School Diploma or Equivalent required
Customer Service experience 0-1 year preferred
Proven customer support experience or experience as a client service representative
Written responses required; strong writing skills a must
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/respond to different types of characters
Excellent communication and presentation skills
Ability to multitask, prioritize, and manage time effectively
Ability to work onsite 3 days per week, with onsite days rotating based on team schedule
Availability Monday–Friday for shifts ranging between 8:00 AM–4:30 PM EST
Ability to use Epic HB/PB Resolute and other billing and eligibility systems
Ability to meet established productivity and quality standards, including approximately 40–50 calls per day, 80% issue resolution without escalation, and 90%+ quality scores
HIPAA confidentiality

Benefits

Comp & perks

Comprehensive benefits
Career advancement opportunities
Differentials
Premiums
Bonuses as applicable
Recognition programs
Reasonable accommodation for qualified individuals with disabilities