Customer Service Specialist PFS

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Location: Burlington, MA
Job ID: 159301-1A
Date Posted: Apr 21, 2020
Category: Specialist

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Job Description

Welcome To

Welcome to Shared Services, our team uses a coordinated approach to delivering administrative and operational services across Lahey. Our Shared Services colleagues leverage resources across the organization to ensure we provide high-quality, high-value care to the communities we proudly serve.  The Shared Services team includes colleagues who focus on business and network development, legal services, facilities and real estate, human resources, information technology, finance, philanthropy and marketing and communications. 

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.


  • 1-2 years of customer service experience
  • Experience in either a hospital related billing, claims follow up environment, or hospital coding preferred.

Skills, Knowledge & Abilities:

  • Strong interpersonal and communications skills necessary to work effectively with a diverse group of individuals.
  • Well-organized, detail-oriented, with the ability to multi-task in a fast paced work environment.
  • Strong computer skills, Microsoft office essential (Excel, Word,
  • PowerPoint, etc.)

About Us

Beth Israel Lahey Health is comprised of world-class academic medical centers and teaching hospitals, leading community hospitals, a renowned orthopedics hospital, and comprehensive ambulatory centers. Through our focus on population health, our clinically integrated network of affiliated providers, as well as vital services such as behavioral health and home care services, we are able to provide a new model of care that improves the health of all those we serve. With more than 9,000 nurses, 4,300 physicians and more than 35,000 employees, our model ensures care is highly coordinated and locally delivered, with lower costs and exceptional quality.

Beth Israel Lahey Health is 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. We strive to create a diverse and inclusive workplace that reflects the communities in which we work and serve.

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