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Learn more about working at Mount Auburn Hospital

Customer Service Representative

Cambridge, Massachusetts

Organization Facility: Mount Auburn Hospital Category: Customer Service Job ID: JR14646 Date posted: 03/01/2023
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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)

Job Description:

Primary Responsibilities

  • Provide excellent customer service while providing timely response to customer phone calls, voice mails, and email (i.e.: answer calls within 3 rings, retrieve voice messages and return calls within 1 business day, reply to emails within 2 business days).    
  • Manages time efficiently and effectively, answering live phone calls promptly, reviewing and resolving assigned workqueues daily, retrieving voicemails and returning phone calls multiples times per day.  
  • Researches inquiries and assists patients by providing the information requested, ensuring that all questions are answered.  When necessary, escalates to Supervisor/Manager.
  • Collaborates with other departments/outside parties as needed to resolve customer disputes/inquires, including but not limited to: Hospital and Professional Billing and Follow-up Patient Financial Services Representatives, Financial Assistance Representatives, Certified Application Counselors, Revenue Cycle Specialists, Practice Managers, Reimbursement Analysts, Extended Business Office, Insurance Companies, Other Outside Billing Companies, and Collection Agencies.
  • Thoroughly documents all details pertaining to inquiries and resolutions in a manner that can be read and understood by colleagues who were not involved in direct communication with the patient in the patient’s Account History in the EHR.  
  • Updates patient demographic information and/or coverage information in the Electronic Health Record (EHR), when new information is provided.  
  • Processes credit card payments of self-pay balances and provides patient receipt by email or traditional mail.
  • Understands how to interpret an Explanation of Benefits (EOB) and maintains current knowledge of payer rules and regulations.   Provides education to callers on individual policy coverage specifics.
  • Identifies trends and makes recommendations for ways to improve the patient experience in the future.
  • Other Duties as assigned.

Required Qualifications

  • Highly organized, motivated and responsible self-starter with excellent time management, analytical and problem-solving skills.

  • Experience providing customer service, preferably in a hospital or physician practice setting (greater than 6 months – 1 year highly desired).

  • Excellent verbal and written communication skills required. 

  • Working knowledge of Microsoft Office, including: Outlook, Word, Excel, and PowerPoint required.

  • Epic experience highly preferred.

  • High School diploma required, Associates/Bachelor’s degree preferred. 

  • Previous Revenue Cycle experience/knowledge including: Patient Financial Services, Billing, Follow-up, Financial Assistance, Patient Access, Health Information Management, Coding and/or Third Party Reimbursement highly preferred.

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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