Customer Service Representative | Full-Time|

Heritage Health•Post Falls, ID

2d•Onsite

About The Position

Heritage Health is seeking a full-time Customer Service Representative (CSR) to join its team in Post Falls, Idaho. The CSR provides service to patients during check-in and check-out, works closely with medical assistants and healthcare providers to support efficient and timely visits, and helps implement organizational policies and protocols. The role involves front-desk, scheduling, payment, patient-record, phone, and general office duties in a medical clinic. Work is normally performed in an interior office environment and may be demanding or chaotic, including exposure to patients with contagious diseases, physical injuries, and varied emotional states.

Requirements

At least two years of office experience; medical office experience is preferred.
Understanding of medical terminology and healthcare office procedures.
Familiarity with HIPAA regulations and patient confidentiality requirements.
Knowledge of electronic health record 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 discreetly.
Ability to work independently and as part of a team.
Ability to sit for prolonged periods, work at a computer, lift up to 15 pounds at times, navigate departments at a location, and complete tasks in noisy or stressful environments.
Ability to adhere to process protocols and workplace safety instructions.

Nice To Haves

Medical office experience.
Experience with Athena EHR systems.

Responsibilities

Check in patients and update demographic and 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 patients using the electronic practice management system.
Make reminder calls for scheduled patients.
Collect co-pays from self-pay and third-party payer patients at each visit.
Direct patients unable to pay their co-pay to billing or collections staff.
Check out patients as needed.
Create and organize patient charts.
Track no-shows and follow the No Show protocol.
Process scheduled self-pay patients 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, participate in emergency response tasks and safety committees or teams as requested, follow safety instructions, report or correct hazards, and provide feedback on safety issues.

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 extra cost.
Short-term disability insurance based on age and salary.
100% employer-paid long-term disability insurance.
403(b) retirement plan with employer matching 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 for employees and their immediate household members.
No weekends or holidays.