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Changing health care
to improve quality of
life for all.

Beth Israel Lahey Health’s roots in providing top-quality health care date back nearly a century. We're fully committed to ensuring our patients receive the care they deserve. As a leading healthcare provider throughout New England, we aim to change the current state of health care for the better and make lasting improvements that guarantee access to our services.

Customer Service Specialist PFS

Burlington, Massachusetts

Organization Facility: Beth Israel Lahey Health Category: Billing, Collections, & Patient Financial Services Job ID: JR16055 Date posted: 03/16/2023
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When you join the growing BILH team, you're not just taking a job, you’re making a difference in people’s lives.

Job Type:


Scheduled Hours:


Work Shift:

Day (United States of America)

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.

Job Description:

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.

Organizational Requirements:

  • Maintain strict adherence to the Lahey Health Confidentiality policy.

  • Incorporate Lahey Health Standards of Behavior and Guiding Principles into daily activities.

  • Comply with all Lahey Health Policies.

  • Comply with behavioral expectations of the department and Lahey Health.

  • Maintain courteous and effective interactions with colleagues and patients.

  • Demonstrate an understanding of the job description, performance expectations, and competency assessment.

  • Demonstrate a commitment toward meeting and exceeding the needs of our customers and consistently adheres to Customer Service standards.

  • Participate in departmental and/or interdepartmental quality improvement activities.

  • Participate in and successfully completes Mandatory Education.

  • Perform all other duties as needed or directed to meet the needs of the department.

Minimum Qualifications:

Education: 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.).

FLSA Status:


As a health care organization, we have a responsibility to do everything in our power to care for and protect our patients, our colleagues and our communities. Beth Israel Lahey Health requires that all staff be vaccinated against influenza (flu) and COVID-19 as a condition of employment. Learn more about this requirement.

More than 35,000 people working together. Nurses, doctors, technicians, therapists, researchers, teachers and more, making a difference in patients' lives. Your skill and compassion can make us even stronger.

Equal Opportunity Employer/Veterans/Disabled

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