CSR Manager

Heritage Health - Idaho•Coeur d'Alene, ID

16h

About The Position

The Customer Service Representative (CSR) Manager provides leadership for front office operations supporting medical, dental, and behavioral health services. This role ensures timely patient access, smooth front-door flow, and accurate scheduling and registration processes that protect provider time and support a high-quality patient experience. The CSR Manager is a people-first leader who develops front office teams while driving operational consistency and continuous improvement.

Requirements

Bachelor’s degree in healthcare administration, business, or a related field or equivalent combination of education and experience
5 years of experience in healthcare front office, patient access, or customer service operations
3 years of progressive leadership experience managing supervisors and/or multi-site teams
Demonstrated knowledge of scheduling, registration, and front-door access workflows across healthcare settings
Experience using operational and access data (e.g., wait times, no-shows, staffing models) to drive performance improvement
Working knowledge of HIPAA, regulatory requirements, and healthcare compliance standards
Proven ability to lead cross-functional teams and support operations across multiple service lines (medical, dental, behavioral health)

Responsibilities

Lead, coach, and develop front office supervisors and staff with an emphasis on professionalism and empathy.
Set clear behavioral and performance expectations aligned with Heritage Health values.
Build pride, engagement, and accountability within front office teams.
Maintains focus on customer service.
Creates an inviting experience for patients.
Own front-door access workflows including scheduling, check-in, and patient readiness.
Reduce avoidable provider disruptions caused by scheduling errors, registration defects, or late arrivals.
Partner with clinic leadership to align staffing and scripts with daily demand patterns.
Develop and maintain standard work for front office operations across service lines.
Use access, wait-time, and no-show data to drive improvement initiatives.
Lead PDSA cycles to improve registration accuracy, arrival flow, and patient communication.
Manages an organization wide staffing plan for CSR’s
Ensure front office operations support medical, dental, and behavioral health consistently.
Promote cross-training to improve flexibility and coverage.
Strengthen collaboration between front office, back office, and clinical teams.
Ensure compliance with HIPAA, organizational policies, and safety standards.
Reinforce Heritage Health’s culture of safety and confidentiality.
Support audits, quality initiatives, and regulatory readiness.
Regular and predictable attendance is an essential function of this position.
Performs miscellaneous job-related duties as assigned.
Fosters a person-centered environment and culture to meet the organization’s mission, vision, and values.
Accountable for fostering an environment and culture that focuses on fulfilling the organization’s mission, vision, and values through collaboration.
Leads and mentors direct reports so that they have the tools and resources needed to partner efficiently with each other, employees and community partners.
Practices effective communication with active listening, adaptability, empathy, and transparency.
Leads by an example of self-awareness and curiosity by proactively seeking feedback and modifying behavior accordingly.
Ensures every member of the team works to their fullest potential by driving engagement, accountability, setting goals, and providing direction.
Fosters a trust-based work environment as a leader by modeling dignity, respect, fairness, and confidentiality.