• Provide frontline Customer Support in English and Portuguese (preference: Brazilian Portuguese) • Be the first in line for Customer Support, providing exceptional support via multiple channels • Work in support system, ensuring all queries are dealt with promptly • Collaborate with product, engineering and customer success teams to escalate problems • Track and develop FAQs to improve knowledge base • Take a proactive approach in improving processes for efficient operations

• Responsible for customer order fulfillment, open order management, service issues and resolution, while acting as primary liaison between customers, sales and cross functional departments. Generate weekly report for sales on open billable orders. • Review and maintain open orders to quickly resolve delivery blocks, billing blocks, and incomplete order status. Provide accurate documentation of all delays and changes made to an order. • Collaborate with Customer, Sales, Legal and Finance to support the New Account setup process • Work with 3PL, supply chain, sales as needed to manage customer expectations and ensure order fulfillment requirements are met and system records are updated. • Maintain Customer Equipment records and facilitate the upgrade process when appropriate. • Support Equipment Evaluation program and coordinate the shipment, return or purchase conversion with Sales and Customers. • Investigate and process Credits, Debits and Returned Goods Authorizations in a timely manner. • Facilitate trunk stock requests and conduct monthly trunk stock audits and reconciliation with sales. Generate monthly reports to leadership on reconciliation performance. • Ensure customer satisfaction by answering incoming/outbound calls and emails in a friendly, engaged and enthusiastic manner. • Review and respond to all emails with professionalism, accurate information and timely follow up. • Document customer interactions by recording details of any inquiries, requests or feedback per Standard Operation Procedures. • Maintains knowledge of and adheres to all processes, policies and procedures. • Escalates issues as necessary for guidance from others. • Work with Customer Service Management in identifying and documenting areas of process changes and/or improvements. • Other duties as assigned.

Customer Service Representative I remote type Remote locations Somerville-MA time type Full time job requisition id RQ4060076 Site: Mass General Brigham Incorporated 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. Job Summary Reporting to and working under the general direction of the Manager, 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 or 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 and 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. - Respond to patient/guarantor/Customer concerns which span a wide range of issues including payer denials, coding accuracy/appropriateness, secondary billing, Coordination of Benefits, verification of co-payments/co-insurance/deductibles and verification/updates to demographic/insurance information and fiscal registrations to verify the patient’s responsibility for all outstanding balances. Verification process routinely includes contacting other departments at MGB/RCO/entities, payers, affiliated physician organizations and other vendors (Collection Agencies and other outsource agents). Representative must be fully versed in MGB - Credit & Collection Policy and Financial Assistance Policy and must inform patients of all assistance available to them when making payment arrangements, processing payments, application, or referring patients to Financial Counseling. - Provide timely, professional, and accurate account review, analysis, and resolution of patient inquiries. Whenever possible, resolve issues during the initial telephone call. Verify the patient’s fiscal and demographic information at every opportunity and make appropriate updates to various billing systems to ensure claims are processed appropriately and Medicare as a Secondary Payer questionnaire. Resolve complex issues with minimal external or supervisory involvement. Document all patient interactions and account actions in assigned billing systems to establish a clear audit trail. - Obtain information from and perform actions on accounts in Epic (HB and PB Resolute) and for selected HB accounts, TRAC and QUIC. Look up information in other support systems as needed including, but not limited to, Legacy Data Access LDA, document imaging (OnBase), eligibility verification systems (NEHEN, payer web sites) and other document backup (Sharepoint) to identify root cause issues. Use systems and information to resolve issues and respond to the patient’s inquiry. Obtain information from internal third-party payer units, intermediaries for professional practices and hospital departments, payers, ambulance companies and other hospitals/Home Health/Rehab Facilities to help resolve the patient’s inquiry. - Understand liability claims, legal basics, medical terminology, a general knowledge of the MGB network hospitals including major variations in administrative protocols as well as key industry issues. - Must provide cordial, courteous and high-quality service to callers. Must listens attentively to patients by placing customer concerns ahead of oneself. Understand and practice concern for patients as the ultimate consumers of service. - Effectively handle all communications, which may include via Work Queues, correspondence, telephone and emails (MGB emails and Patient Gateway/Epic Inbox messages, from patients and other departments within MGB. Utilize customer service, collections, and billing experience to gather and interpret relevant information to resolve patient account issues and complaints. - Follow through on commitments and achieves desired results. Exhibits sound judgment, obtains the facts, examines options, gains support and achieves positive outcomes. - Properly document every account that is accessed. Document with clear concise notes. - Ensure accurate patient billing through review of account history, third party billing activity and analysis of payments and adjustments. Seek expert assistance from other departments such as Coding, Third Party Billing/Follow Up, Revenue Control/Cash Processing, and Group Practice Billing Managers by making appropriate inquiries through established channels. - Identify root cause(s) of guarantor/patient inquiries and report findings to management for appropriate resolution to future accounts. Follow up on individual issues to assure they are completed. Record and classify all communications in the appropriate systems for statistical reporting. - Submit patient credit balances that need to be refunded to the appropriate parties for action by verifying the reason for the credit. - Communicate clearly and concisely both orally and in writing. Follow established regulations and procedures in collection, recording, storage and handling of information. Ensure required documentation of issues is complete, accurate, timely and legible. Protect and preserve confidentiality and integrity of all information according to MGB HIPAA confidentiality policy. - Supports and demonstrates the values of the MGB and affiliates by conducting activities in an ethical manner with integrity, honesty, and confidentiality. Demonstrates a positive, open-minded, can-do attitude. Represents a team perspective and willingness and enthusiasm to collaborate with others. Enthusiastically promote a cooperative team environment to provide value to all customers. Listen and interact tactfully, diplomatically and effectively without alienating others. - Follows through on commitments and achieves desired results. Exhibits sound judgment, obtains the facts, examines options, gains support, and achieves positive outcomes. - Maintain high standards of professional conduct. Comply with the all applicable MGB Patient Billing Solution policies and procedures. Follow department attendance expectations and arrive for work well prepared at the expected time. Attend required training. - Specific expectations and accountabilities include: - Consistently answer calls at the average of the daily rate for the team, typically at least 40-50 calls per day. - To the degree possible, maintain a daily list of all accounts accessed. Provide supervisor/manager with an account listing of all unresolved issues weekly. - Representative resolves at least 80% of patient issues without referring the call to the supervisor/manager. - Pass routine quality assurance reviews at an average of >90% - Performs other duties tasks or projects as assigned. Able to work and think independently while being self-motivated. Qualifications - High School diploma or GED equivalent required - Associates Degree preferred but not required - 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 desired. - Alternative work experience or training in lieu of experience may be considered.  Additional Job Details (if applicable) • M- F, Eastern 8:00 AM-4:30 PM EST hours required • Role is remote with onsite requirements as needed in Somerville, MA for onsite meetings. Remote Type Remote Work Location 399 Revolution Drive Scheduled Weekly Hours 40 Employee Type Regular Work Shift Day (United States of America) Pay Range $17.71 - $25.28/Hourly Grade 2 At Mass General Brigham, we believe in recognizing and rewarding the unique value each team member brings to our organization. Our approach to determining base pay is comprehensive, and any offer extended will take into account your skills, relevant experience if applicable, education, certifications and other essential factors. The base pay information provided offers an estimate based on the minimum job qualifications; however, it does not encompass all elements contributing to your total compensation package. In addition to competitive base pay, we offer comprehensive benefits, career advancement opportunities, differentials, premiums and bonuses as applicable and recognition programs designed to celebrate your contributions and support your professional growth. We invite you to apply, and our Talent Acquisition team will provide an overview of your potential compensation and benefits package. EEO Statement: 0100 Mass General Brigham Incorporated is an Equal Opportunity Employer. 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. To ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veteran’s Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants who require accommodation in the job application process may contact Human Resources at (857)-282-7642. 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.

Customer Solutions Specialist 9:30 AM – 6 PM ET Lititz, PA Starting at $25.70 Job Description Job Summary Shift: 9:30 AM – 6 PM ET or local time zone equivalent, Monday through Friday, weekends as needed 60-Day Training Period: 9 AM – 5:30 PM ET or local time zone equivalent, Monday through Friday The Customer Solutions Specialist position is an action-oriented role where critical thinking is required to assist customers by utilizing multiple software tools to navigate customer accounts, research questions, solve problems, and communicate effective solutions.   Culture is important to us; we stay connected through video meetings, training sessions, and collaborative forums, and provide opportunities for you to connect with other employees from across the country every day.   Remote Work Qualifications - Access to a reliable and secure high-speed internet connection. Cable or fiber internet connections (at least 75mbps download/10mbps upload) are preferred, as satellite connections often cannot support the technologies used to perform day-to-day tasks. - Access to a home router and modem. - A dedicated home office space that is noise- and distraction-free. The space should have strong wireless connection or a wired Ethernet connection (wired connection is preferred, if possible). - A valid, physical address (apartment, suite, etc.). PO Boxes are not supported, as a physical address is required for you to receive your computer equipment. - The desire and ability to work and communicate with other team members via chat, webcam, etc. - Legal residents of one of the following states: (AK, AL, AR, AZ, CT, DE, FL, GA, IA, ID, IN, KS, KY, LA, MD, ME, MI, MN, MO, MS, NC, ND, NH, NM, NV, OH, OK, PA, SC, SD, TN, TX, UT, VA, VT, WI, WV, and WY). We only accept W-2 candidates, H-1B sponsorship is not available. Responsibilities - Use best practices when analyzing customer situations, investigating problems, and providing strategic solutions within our business model  - Ensure that customers always have the most complete and up-to-date information about the status of their orders  - Switch tasks as needed based on the current needs of the department  - Partner with other departments within and outside of Customer Solutions to support both the customer and the company  - Approach escalated customer situations with care and tact utilizing de-escalation techniques to maintain the relationship and drive towards a resolution  - Receive regular feedback from teammates, Team Leaders, and Quality Assurance to continuously fine tune skills and abilities  - Foster a team-oriented environment by maintaining a positive, professional attitude in all correspondence both within and outside the company    - Be flexible and adapt to change as we continue to grow as a company  - Regularly connect via video for one-on-one meetings as well as team meetings  - Continue to invest in your own learning and training to enhance your abilities in the role  - Provide friendly, efficient, and accurate solutions for customers through phone, live chat, and e-mail with the goal of an excellent customer experience, enhanced customer loyalty, and increased business sales   Physical Requirements - Work is performed while sitting/standing and interfacing with a personal computer. - Requires the ability to communicate effectively using speech, vision, and hearing. - Requires the regular use of hands for simple grasping and fine manipulations. - Requires occasional bending, squatting, crawling, climbing, and reaching. - Requires the ability to occasionally lift, carry, push, or pull medium weights, up to 50lbs. Qualifications Experience - Proficiency with Office 365 (Outlook, Word, Excel, PowerPoint) and Windows system/internet navigation required   - Excellent verbal and written communication skills; conversational fluency in English required   - 40 Words Per Minute (WPM) typing speed required  - Consistent 75mbps download/10mbps upload internet speeds are required  - The ability to work a training schedule of 9 AM – 5:30 PM ET or local time zone equivalent, Monday through Friday, during the 60-day onboarding period  - The ability to work 9:30 AM – 6 PM ET or local time zone equivalent, Monday through Friday, after the 60-day onboarding period  - The ability to work 7:30 AM – 4 PM ET or local time zone equivalent, Saturday and Sunday, after the 60-day onboarding period, on an as-needed basis Education - This role does not require a degree. We value relevant skills and experience and alignment with our core values above all else. Desired Traits & Skills - Ability to communicate via phone, chat, and e-mail in a fast-paced environment  - Ability to manage multiple priorities and tasks at one time  - Ability to understand and adapt to a of variety of personalities and communication styles both inside and outside of the company   - Ability to work on a team and independently  - Ability to follow through and meet deadlines  - Demonstrated ability to think critically and solve complex problems efficiently and effectively  - An internal drive to succeed and a desire to learn and grow     - A concern for helping others and doing the right thing by them  - Innovation and the ability to challenge the status quo    What we Have to Offer:    - A competitive benefits package including paid time off, medical/dental coverage (including telemedicine), 401k match, paid parental leave (based on tenure), and more   - Opportunities for growth and professional development   - In-depth training on our varying selection of products and the services we offer    - Opportunities to collaborate and connect virtually across teams and departments   - Full-time training staff   - Continuous support through various trainings and available mentorships    - A focus on work/life balance   One Part of the Bigger Picture WebstaurantStore’s parent company, Clark Associates, has made the Central Penn Business Journal’s list of “Top 50 Fastest Growing Companies” in Pennsylvania for 9 years in a row. The base of Clark’s success comes from four key directives: Hiring great people, creating value for customers, and investing in employees and their communities. These pillars drive each of Clark Associates’ multi-million-dollar businesses forward, including WebstaurantStore and other industry-leading names like 11400, Clark Food Service Equipment, The Restaurant Store, and Clark National Accounts. Are You Ready? Entrepreneurial Spirit, Doing the Right Thing, and having a Passion for Excellence are the driving forces behind WebstaurantStore’s Customer Solutions team. Making things better for our customers is our goal every single day. Achieving that goal means working with others to find solutions for the greater good, never settling for mediocrity, and using failure as an opportunity to grow. If that sounds like a mission you’re ready to be a part of, we’d love to discuss this role with you further, and we’re excited to meet you!