The Center for Specialized Services (CSS) is a dynamic, diverse, and highly customer-centric department designed to attract international, executive, and concierge patients to Mass General. Under the general supervision of the Administrative Director of the Center for Specialized Healthcare Services (CSS), the Senior Business Operations Analyst is a central member of the Concierge Medicine and Executive Health teams who takes lead responsibility for all financial, billing, and reporting needs of the Department.

Under the general supervision of the Administrative Director of the Center for Specialized Healthcare Services (CSS), the Senior Business Operations Analyst is a central member of the Concierge Medicine and Executive Health teams. The Senior Business Operations Analyst assists all members of the team with financial, billing, and reporting needs. This role supports the internal team and will also serve as the face of the Center and the institution directly responsible for creating and maintaining positive and productive relationships for both Concierge Medicine and Executive Health. In addition to being able to problem solve financial and billing questions directly for patients, the incumbent will also be responsible for maintaining, improving, and quality checking all internal processes. S/he develops and maintains strong relationships with practice leadership and other key contacts both within and outside of Mass General/Mass General Brigham to best assist patients and the practice with all finance and billing related needs. The position requires extreme attention to detail, the ability to work independently and handle multiple priorities and deadlines, as well as the ability to professionally contribute to business meetings and VIP patient interactions, continuously adapting to the relevant preferences of each patient and referring entity.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

Reporting and Analysis

Managing of financial reports and various complex financial, statistical and productivity analyses

* Compiles monthly reports on the department's activity combining and merging data from multiple resources

* Runs frequent reconciliation reports between CRM and EPIC (and within each system) to ensure financial completeness

* Tracks AR and AP for the department for timely payments

* Reconciles CRM and client account in EPIC for proper cost allocation and payments

* Supports specialty projects (Third Option, Prime Care) with their billing reconciliation and reporting

* Assists with budgeting each Fiscal Year and maintains awareness of budget needs throughout the year

* Performs data analysis, identifying opportunities and making recommendations to the Administrative Director

Financial Transactions Management

Oversight and maintenance of patient accounts in all relevant systems, including CRM and Epic

* Is an expert in EPIC and CRM systems, becoming the department's subject-matter expert when relating to operational processes for current and prospective patients

* Processes invoicing and payment for both Executive Health and Concierge Medicine

* Follows-up on outstanding balances from patients with impeccable customer service

* Assists patients with EPIC billing questions to understand their Explanations of Benefits and self-pay requirements, in conjunction with the MGB Central Billing team

* Processes check deposits and refunds to patients

Communication

Navigating highly matrixed organization, communicating, and interacting with numerous internal and external groups

* Manages external vendor relationships including those with Executive Health clients and the CRM

* Employs customer service recovery tactics, as needed

* Collaborates regularly and positively with other members of the MGH, MGPO and MGB finance organizations

Other:

* Supports contract fulfillment in concert with MGB central contracting team

* Meets regularly with leadership to review ongoing projects and issues

SKILLS & COMPETENCIES REQUIRED:

* Ability to work independently, as well as a member of a multidisciplinary team

* Experience managing projects and working relationships in a matrix organization

* Strategic thinking & facilitation: Ability to think and address strategic and clinical demands

* Ability to take initiative and proactively identify problems and propose solutions

* Exceptional organizational skills and ability to organize time and priorities effectively, asking for direction when appropriate. Flexibility to handle multiple tasks and deadline pressures

* Excellent verbal and written communications skills

* Ability to make decisions quickly and independently; must also understand when to escalate issues

* Effective analytical skills

* Excellent interpersonal skills and ability to develop effective relationships with individuals at all levels in the organization

* Proficiency in medical terminology, office automation and hospital wide registration

* Proficiency in third party reimbursement, billing and collection processes required

* Capable of providing outstanding customer service

* Team player - works well with others

* Analytically oriented; strong attention to detail

* Ability to work well under pressure and to handle sensitive information and multicultural matters

* Ability to manage a large and varied workload

* Excellent judgment skills with the ability to interface effectively with patients, guests and payer sources

* Strong computer skills required

* Proactive, solution-oriented

* Familiarity with the MGH environment preferred

EXPERIENCE:

* Required: 5 or more years of related experience in a health care or business environment

* Proven diplomacy skills and the ability to work with all levels of management and medical professionals both within and outside of the organization.

* Comprehensive knowledge of healthcare services, systems, and procedures.

* Proficiency in EPIC, Billing processes, and reporting management

Preferred:

* Master's Degree in finance or billing specialty