Customer Service Specialist

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Location: Burlington, MA
Job ID: 154888-1A
Date Posted: Jun 5, 2019

Job Description

Welcome To

Lahey Health Shared Services is part of a vibrant and growing health care system, recognized as a trailblazer in medicine and a standard bearer in patient experience. It includes an award-winning academic medical center, a superb constellation of community hospitals, home care services, rehabilitation facilities and more.

We are committed to attracting, developing and retaining top talent in a market long recognized and revered as a global leader in health. With a team approach to care, we encourage learning and growth at all levels, and we offer competitive salaries and benefits. We adhere to the principles of a just and fair work environment for all colleagues, where respect is foundational and performance is rewarded.

About the Job

The Customer Service Specialist provides a vital role to the patients and family members for the Lahey Health Enterprise System.  This includes Hospital, Professional and Home Health Billing.  This position supports self-pay outsource agencies and all departments and practices within Lahey Health System.  The primary role of the Customer Service Specialist is to act as a liaison to our customers, departments and physician practices on revenue cycle issues


Essential Duties & Responsibilities including but not limited to:

  • Assists customers with billing/insurance/charge/referral questions to ensure a high level of customer satisfaction
  • Works with departments throughout the organization to ensure resolution of customer inquiries.
  • Works with Hospital, Professional and Home Health Billing Teams when identifying trends that can lead to inappropriate billing to the customer.
  • Working in a SBO (Single Billing Office), environment the Customer Service Specialist will need to have knowledge in Hospital, Professional, and Home Health Billing in order to assist the customer on questions related to their bills and statements received from insurance companies.
  • Work with Cash team to resolve unapplied cash, payment plans and cosmetic services.
  • Works closely with outside vendors and the Extended Business Office to ensure seamless customer service.
  • Assists customers with any inquiries related to the Lahey Hospital Portal



  • High School Diploma or equivalent.
  • Bachelor’s degree or 4 years’ experience in a hospital billing/coding, Denial Management environment related field.   
  • Must have experience in either a hospital related billing, claims follow up environment or hospital coding.


  • Experience using patient accounting computer systems and Excel spreadsheets. Working knowledge of third party payer reimbursement, coding guidelines, and government and payer compliance rules

About Us

The Lahey Model of Care—right care, right time, right place—is exactly what patients, providers and payers need and deserve. Identifying and delivering on this convergence of interests has positioned Lahey Health for further growth. Our model ensures care is highly coordinated and locally delivered, with lower costs and exceptional quality.

Lahey Health is a robust, regional system including a teaching hospital, community hospitals, primary care providers, specialists, behavioral and home health services, skilled nursing and rehabilitation facilities, and senior care resources throughout northeastern Massachusetts and southern New Hampshire. The system has a global presence with programs in Canada, Jordan and Bermuda.

Equal Opportunity Employer/Minorities/Females/Disabled/Veterans.