- Salary
- $19 – $28
- Location
- 399 Revolution Drive Somerville (Assembly Row Main Building), United States of America · Boston-MA
- Workplace
- Remote
- Department
- Customer Service
- Education
- Associate
- Source
- Workday
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.
Job Summary
The OpportunityThe Customer Service Professional (CSP) acts as the primary point of contact for our members, providers and other key stakeholders focusing on exceptional customer satisfaction and first call resolution.
The CSP’s interact with customers to provide information and troubleshoot complex issues in response to inquiries about coverage, benefits, services, and to handle and resolve complaints.
The Customer Service Rep in this role must be committed to building customer confidence and increasing customer satisfaction by delivering to callers an
exceptional experience focused on quality and accuracy.
The CSP’s will be initially trained on member demographic changes and benefit inquires. Additional member claims training will be delivered ±60 days after CSP has completed benefits and eligibility training After successfully demonstrating core competencies by meeting or exceeding key performance measurements, the individual will be trained to handle Provider claims inquiries as business needs dictate.
Qualifications
The CSP is Responsible For
- Serves as the primary liaison for members and providers for all lines of business including MassHealth, and Commercial members regarding general program inquires such as eligibility verifications, authorizations, referrals, claims, material fulfillment, address changes and Primary Care Physician assignments as well as member related policy and procedures.
- The CSP must be able to handle and demonstrate skills in handling benefits, claims and eligibility calls for the member and provider population.
- Identify customer issues/concerns rapidly and precisely
- Research required information using available resources and triage when necessary
- Handles and resolve customer inquiries and complaints, exhausting all efforts within the CSP’s scope before requesting assistance
- Identify and escalate priority issues in order to create efficiencies
- Initiates follow up customer calls where necessary
- Complete call logs to record customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken
- Refer customer grievances and appeals to designated departments for further investigation
- Responsible for navigating multiple systems in order to resolve customer issues
- Acts as the primary representative for Mass General Brigham Health Plan for our customers focusing on first call resolution and customer engagement.
- - Anticipates and meets, or exceeds, internal and/or external customer expectations and requirements; establishes and maintains effective relationships with customers and gains their trust and respect.
Qualifications and Skills for Success
- High School Diploma or Equivalent required
- Associate's Degree in related field or Healthcare Management preferred
- Exceptional Customer Service skills, both verbal and written communication must be concise, clear, compliant, personable and professional
- Ability to multi task and prioritize
- Call Center experience a plus
- Maintain Customer Service Behavior Competencies
- Flexibility/Adaptability/Willingness/Team Player/ Positive Attitude
- Relationship Building/Caring
- Service Excellence/Accountability/Critical Thinking
Additional Job Details (if applicable)
Working Model Required
Monday - Friday EST hours:
- First one full Month Training Schedule: M-F 8:30 AM – 5:00 PM EST
- Post Training Schedule: 9:00 AM – 5:30 PM (Mon, Tue, Wed, and Fri) with 11:30 AM – 8:00 PM (Thurs) (EST) or 9:30 AM – 6:00 PM (Monday-Friday) EST
This is a remote position; a quiet, secure, stable, and compliant workstation is required from within the US, with MGB-provided equipment and Video required during the work week
Start Date required: September 21, 2026
Remote Type
Work Location
Pay Range
$19.81 - $28.30/Hourly
Grade
3
EEO Statement:
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.
