Job Location : Boston,MA, USA
About Us
As a not-for-profit organization, Mass General Brigham is committed to supporting patient care, research, teaching, and service to the community by leading innovation across our system. Founded by Brigham and Women's Hospital and Massachusetts General Hospital, Mass General Brigham supports a complete continuum of care including community and specialty hospitals, a managed care organization, a physician network, community health centers, home care and other health-related entities. Several of our hospitals are teaching affiliates of Harvard Medical School, and our system is a national leader in biomedical research. We're focused on a people-first culture for our system's patients and our professional family. That's why we provide our employees with more ways to achieve their potential. Mass General Brigham is committed to aligning our employees' personal aspirations with projects that match their capabilities and creating a culture that empowers our managers to become trusted mentors. We support each member of our team to own their personal development-and we recognize success at every step. Our employees use the Mass General Brigham values to govern decisions, actions, and behaviors. These values guide how we get our work done: Patients, Affordability, Accountability & Service Commitment, Decisiveness, Innovation & Thoughtful Risk; and how we treat each other: Diversity & Inclusion, Integrity & Respect, Learning, Continuous Improvement & Personal Growth, Teamwork & Collaboration.
The Opportunity
The Customer Service Professional (CSP) acts as the primary NHP point of contact for our members, providers and other key stakeholders focusing on exceptional customer satisfaction and first call resolution. The CSP interacts with customers to provide information and troubleshoot complex issues in response to inquiries about coverage, benefits, services, and to handle and resolve complaints.
The person 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 will be initially trained on member demographic changes and benefit inquiries. Additional member claims training will be delivered 60 days after the 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.
Primary Responsibilities
Department hours of operation: Monday, Tuesday, Wednesday, and Friday 8:00 am - 6:00 pm. Thursday; 8:00 am - 8:00 pm.
Shifts and Training Schedule:
Qualifications
Workplace Policies
Preferred Qualifications
EEO Statement
Mass General Brigham 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 the law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive other benefits and privileges of employment.
Primary Location: MA-Boston-MGB Health Plan Remote See Posting for Details
Other Locations: United States
Work Locations:
MGB Health Plan Remote See Posting for Details
399 Revolution Drive, Somerville 02145
Job: Customer Service
Organization: Mass General Brigham Health Plan
Schedule: Full-time
Standard Hours: 40
Shift: Day Job
Posted Shift Description: 830-5pm ET Mon - Fri; 9am-530pm ET (Mon, Tue, Wed, and Fri) with 11:30a-8p (Thurs); 9a-6p (Monday-Friday) (EST); Requires stable secure, quiet, HIPAA compliant work station.
Employee Status: Regular
Recruiting Department: MGB Health Plan Customer Service
Job Posting: Sep 13, 2024
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