Customer Service Rep

Heritage Health - Idaho•Coeur D'Alene, ID

14h•$20 - $28•Onsite

About The Position

Heritage Health is seeking a full-time (1.0 FTE) Customer Service Rep for its Coeur d'Alene, Idaho team. The representative delivers service to patients during check-in and check-out, collaborates with medical assistants and healthcare providers to support efficient and timely visits, and helps implement Heritage Health policies and protocols to maintain operational excellence and a positive patient experience. The role is based in a medical clinic and involves patient-facing service and general office work. The environment may be demanding and chaotic, with possible exposure to contagious diseases, physical injuries, and a range of emotional states. Employees are expected to support workplace safety by completing required training, participating in emergency-response tasks and safety committees when requested, following instructions, reporting or correcting hazards, and sharing safety feedback. Heritage Health states that it provides equal employment opportunities and prohibits discrimination and harassment. Duties and responsibilities may change at any time with or without notice.

Requirements

At least two years of office experience; medical office experience preferred.
Must be able to pass the Idaho Department of Health and Welfare Criminal History Unit enhanced background check for the Rathdrum Clinic.
Understanding of medical terminology and healthcare office procedures.
Familiarity with HIPAA regulations and patient confidentiality requirements.
Knowledge of electronic health records (EHR) systems.
General understanding of Heritage Health policies and services.
Strong verbal and written interpersonal and communication skills.
Proficiency with computers, office software, and scheduling tools.
Effective problem-solving and conflict-resolution skills.
Ability to maintain professionalism and compassion under pressure.
Ability to handle sensitive patient information with discretion.
Ability to work independently and as part of a team.
Ability to sit for prolonged periods at a desk and work on a computer.
Ability to lift up to 15 pounds at times.
Ability to access and navigate various departments of a location.
Ability to complete tasks in a noisy or stressful environment.
Ability to adhere to process protocol.

Nice To Haves

Medical office experience.
Experience with Athena EHR systems.

Responsibilities

Check in clients and update demographics, including insurance information, at each visit.
Verify Medicaid at each visit and obtain Healthy Connections authorization when needed.
Ensure each account has a DMS screen and verify current homeless and migrant/seasonal status.
Answer the clinic's multi-line phone system, take accurate messages, and deliver them promptly to providers or counselors.
Schedule appointments for new and established clients using the electronic practice management system.
Make reminder calls for all scheduled clients.
Collect co-pays from self-pay and third-party payer clients at each visit.
Refer clients unable to pay their co-pay to billing or collections staff.
Check out clients as needed.
Create and organize client charts.
Track no-shows and follow the No Show protocol.
Process all self-pay clients on the schedule through the Medicaid system to check for coverage.
Maintain the cleanliness and order of the waiting room throughout the day.
Perform general office duties, including copying, faxing, scanning, and handling mail.
Complete required safety training and participate in emergency-response tasks and safety committees or teams as requested.
Maintain a safe work environment by following written and verbal instructions, promptly reporting or correcting hazards, and providing safety feedback.

Benefits

100% employer-paid employee medical, dental, and vision coverage for full-time employees.
Employer-paid life insurance equal to one times annual salary, up to $200,000; optional additional coverage is available at additional cost.
Short-term disability insurance based on age and salary.
100% employer-paid long-term disability insurance.
403(b) retirement plan with employer matching of up to 4% of employee contributions.
120 hours of paid time off in the first year.
56 hours of Extended Illness Bank in the first year.
Eight paid holidays for full-time employees.
Free telehealth visits for healthcare, counseling, and health and wellness coaching through the Employee Assistance Program for employees and immediate household members.
Competitive pay.