Customer Service Representative | Full-Time|

Heritage Health - Idaho • Rathdrum, ID

4h • Onsite

About The Position

Heritage Health is seeking a full-time (1.0 FTE) Customer Service Representative to join our team in Post Falls, Idaho. We prioritize work-life balance and offer a supportive environment to ensure our team members thrive both professionally and personally. The Customer Service Representative (CSR) delivers exceptional service to all Heritage Health patients during the check-in and check-out process. This role collaborates closely with medical assistants and healthcare providers to ensure efficient and timely patient visits. The CSR also supports the implementation of Heritage Health policies and protocols to maintain operational excellence and a positive patient experience.

Requirements

• Minimum of two years of office experience; medical preferred.
• Must be able to pass Idaho Department of Health and Welfare Criminal History Unit enhanced background check for our Rathdrum Clinic
• Understanding of medical terminology and healthcare office procedures
• Familiarity with HIPAA regulations and patient confidentiality requirements
• General understanding of Heritage Health policies and services
• Strong interpersonal and communication skills (verbal and written)
• Proficiency in using computers, office software, and scheduling tools
• Effective problem-solving and conflict resolution
• 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
• Prolonged periods of sitting at a desk and working on a computer.
• May lift up to 15 pounds at times.
• Must be able to access and navigate various departments of a given location.
• Must be able to complete tasks in a noisy or stressful environment.
• Must be able to adhere to process protocol.

Nice To Haves

• Experience with Athena EHR systems preferred
• Knowledge of electronic health records (EHR) systems (e.g., Athena)

Responsibilities

• Checks in clients and updates demographics, including insurance information, at each visit.
• Verifies Medicaid at each visit and obtains Healthy Connections authorization if needed.
• Ensures each account has a DMS screen and verifies current homeless and migrant/seasonal status.
• Answers a multi-line phone system for the clinic, takes accurate messages and delivers them promptly to providers or counselors.
• Schedules appointments for new and established clients using the electronic practice management system.
• Makes reminder calls for all scheduled clients.
• Collects co-pays from self-pay and third-party payer clients at each visit.
• Directs clients who are unable to pay their co-pay to the billing or collections staff.
• Checks out clients as needed.
• Creates and organizes client charts.
• Tracks No-shows and follows the No Show protocol.
• Processes all self-pay clients on the schedule through the Medicaid system to check for coverage.
• Maintains the cleanliness and order of the waiting room area throughout the day.
• Performs general office duties such as copying, faxing, scanning, and handling mail.

Benefits

• 100% employer-paid medical, dental, and vision insurance for full-time employees
• Flexible Paid Time Off (PTO): Start your first year with 200 hours (25 days!) of all-in-one PTO—covering vacation, personal, sick, and holiday time.
• Extended Illness Bank (EIB): Additional paid time for serious illness or hospitalization
• 403(b) retirement plan with automatic enrollment and a competitive employer match—100% of the first 3% and 50% of the next 2% you contribute.
• Employer-paid life and long-term disability coverage, plus voluntary options for extra protection.
• Employee Assistance Program (EAP): Free, confidential counseling and wellness resources for you and your household, including telehealth visits, legal and financial support, and more.
• Student loan repayment program for eligible positions
• LifeFlight membership for emergency medical transport
• Access to a dedicated benefits advocate team for personalized support.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed