Customer Service Specialist PFS

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Location: Burlington, MA
Job ID: 173207-1A
Date Posted: Mar 8, 2022
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 dedicated to improving health and wellness and making a difference in the lives of our patients, their families and all members of the communities we serve.  Formed in March 2019, Beth Israel Lahey Health is a patient-centered, integrated care delivery system providing a continuum of services spanning academic, tertiary and community hospitals, dedicated orthopedic and psychiatric hospitals, primary and specialty care, community acute care, ambulatory care, behavioral services and home health.  Beth Israel Lahey Health Performance Network is a unified joint contracting and population health management organization, jointly governed by participating physicians and hospitals.

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