Customer Services Representative - RADIOLOGY

Finance & Revenue Cycle Worcester, Massachusetts


Position at UMass Memorial Health Care

Everyone Is a Caregiver.

At UMass Memorial Health Care, Everyone is a Caregiver regardless of title. Exceptional patient care, academic excellence and leading-edge research make UMass Memorial the premier health care system of Central and Western Massachusetts, and a place where we can help you build the career you deserve. We are more than 14,000 employees, working together as one health care system. And everyone, in their own unique way, plays an important part, everyday.

Requisition #: 213380

Title: Customer Service Representative

Department: Patient Financial Services

Grade: ADM6

Posting Date: March 30, 2021

Status: Non-Exempt

Shift: Days

Union:  SHARE

Hours: 40

Shift Length: 8

Location: UMass Memorial Medical Center

Position Summary:

Responsible for responding to and resolving varied inquires/requests received via telephone, mail, email, and in person from patients regarding their bills for both hospital and physician accounts.

Major Responsibilities:

  • Responds to patient/responsible party inquiries/requests for both physician and hospital accounts received via telephone, mail, email and in person by accessing the billing system.
  • Accesses other relevant vendor applications, such as internal and external databases to assist in the resolution of patient inquiries.
  • Operates within the protocols for a call distribution center.
  • Works assigned system work queues within established protocols.
  • Processes the patient correspondence patient voice mail, and patient emails for Single Billing Office.

Position Qualifications:



  • High School Diploma



  • Three years of relevant work experience, including telephone customer service.
  • Knowledge of third party insurance and medical terminology.
  • Demonstrated ability to deal effectively with the public, physicians, and others, both inside and outside of the organization.
  • Computer skills. Excellent customer service skills and demonstrated problem solving ability.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

Standards of Respect: