Customer Service Representative

Integrated Health of Southern Illinois•Carterville, IL

30d

About The Position

The Customer Service Representative plays a critical role in shaping each patient’s experience with Integrated Health of Southern Illinois, a growing, multi-disciplinary healthcare organization committed to high standards, strong teamwork, and exceptional patient experience. This position requires empathy, accountability, adaptability, and a commitment to excellence, with an expectation that team members take ownership of their work. Successful candidates are coachable, solution-oriented, and committed to improving patient experience and team performance.

Requirements

High school diploma or equivalent
Minimum of 1 year experience in medical scheduling, customer service, or call-based support required
Excellent computer skills, including 10-key, with accurate typing speed of 45+ WPM
Ability to navigate multiple software systems while maintaining attention to detail

Nice To Haves

Prior experience in healthcare, medical scheduling, or insurance environments is a plus
Demonstrated confidence in helping patients move from inquiry to scheduled care may lead to growth and advancement opportunities.

Responsibilities

Serves as a welcoming and respectful first point of contact for patients over the phone
Listens carefully to patient needs and responds with clarity, compassion, and accuracy
Manages voicemail messages and ensures timely follow-up and resolution
Accurately gathers and updates patient demographic information in accordance with EMR and regulatory standards
Schedules appointments with attention to access, patient needs, and clinic efficiency
Collects balances owed and explains billing information clearly and professionally
Addresses routine patient concerns and seeks solutions before escalating issues
Maintains organized workflows and a professional workspace
Demonstrates ownership by completing tasks thoroughly and following through consistently
Contributes to team goals and continuous improvement efforts
Completes additional duties as assigned by Manager

Benefits

Paid Time Off (PTO)
Employees typically earn 5 paid vacation days during the first year, an additional 5 in the second year, and another 5 starting in the fifth year (maximum 15 days).
Vacation time accrues monthly after 90 days of employment.
Additional unpaid time off is often approved when requests are reasonable and don’t affect operations.
Holidays
Integrated Health observes the following paid holidays: New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, Day after Thanksgiving, Christmas Eve, Christmas Day, and the Day after Christmas.
Full-time team members receive holiday pay when scheduled on those days.
Sick Time
Sick time accrues at 2 hours per month (approximately 3 days per year).
Retirement
• 401(k) plan
Health & Wellness Benefits
Health Insurance: Offered through our group medical plan.
Specialty Care Access: Free chiropractic, family medicine, and non-counseling psychological services for team members and immediate family.
Voluntary Insurance Options: Dental, vision, cancer, and life insurance available through Colonial, Liberty, and AFLAC (employee-paid via pre-tax payroll deductions).
Wellness Café Plan: See attached iM4Health flyer. This plan provides pharmacy savings, wellness tools, and telehealth access at no cost, while helping lower taxable income and potentially increasing take-home pay. Not associated with group health insurance plan.