Customer Service Representative

Description

Heritage Health is seeking a full-time (1.0 FTE) Customer Service Representative to join our team at our Center for Healthy Living in Coeur d' Alene, Idaho. We prioritize work-life balance and offer a supportive environment to ensure our team members thrive both professionally and personally.

Schedule: 7:00am to 5:30pm

Why You Should Join our Dynamic Healthcare Team:

• Passionate Purpose: We're committed to enhancing lives, every day.
• Unmatched Support: We are committed to a fun and supportive team environment.
• Balanced Lifestyle: No weekends or holidays, ensuring a healthy work-life balance.
• Collaborative Care: Work with a dedicated team to provide the best patient outcomes in the right settings.
• Exceptional Rewards: Competitive pay, and benefits

Benefits:

• Health Insurance: 100% employer-paid employee coverage for medical, dental, and vision plans for full-time employees.
• Life Insurance: Employer-paid for 1x annual salary (optional coverage available for additional cost).
• Disability Insurance: Short-term disability insurance based on age & salary. 100% employer-paid long-term disability insurance.
• Retirement: 403 (b) plan: Heritage Health matches up to 4% of employee contributions.
• Paid Time Off Benefits: 120 hours Paid Time Off (PTO) in your first year, 56 hours Extended Illness Bank (EIB) in your first year, 8 paid holidays for full-time employees, amounts are pro-rated for part-time employees who are .5 FTE or higher.
• Employee Assistance Program (EAP): Enjoy free telehealth visits for healthcare, counseling, and health and wellness coaching for all employees and their immediate household members.

The Client Services Representative is responsible for delivering exceptional customer service to all Heritage Health clients during the check-in and check-out process. This role works closely with clinical staff to ensure patient visits are processed efficiently and accurately. The representative is also responsible for implementing and adhering to established Heritage Health policies and protocols to support a seamless and professional client experience.

Requirements

• Minimum of two (2) years of office experience; experience in a medical or healthcare setting strongly preferred
• Ability to pass an enhanced background check conducted by the Idaho Department of Health and Welfare Criminal History Unit
• Strong organizational, communication, and customer service skills
• Proficient in the use of standard office software and equipment
• Ability to maintain confidentiality and adhere to HIPAA regulations

Essential Functions:

• Greet and check in clients, ensuring demographic information and insurance details are updated at each visit
• Answer incoming calls using a multi-line phone system, take accurate messages, and promptly relay them to counselors
• Schedule appointments for new and existing clients using three electronic practice management systems
• Make appointment reminder calls for all scheduled clients
• Verify Medicaid coverage at each visit and obtain Healthy Connections authorization when applicable
• Collect co-pays from self-pay and third-party payer clients at each visit; refer clients unable to pay to the billing/collections team
• Assist with client check-out as needed
• Create and maintain client charts in accordance with documentation standards
• Audit counselor charts for clinical documentation compliance based on funding source requirements
• Track and document No Show appointments; follow established No Show protocol
• Process all scheduled self-pay clients through the Medicaid system to verify potential coverage
• Maintain a clean and organized waiting area throughout the day
• Perform general office duties including copying, faxing, scanning, and handling incoming/outgoing mail
• Maintain regular and predictable attendance
• Perform other duties as assigned to support clinic operation

Key Success Factors:

• Demonstrated proficiency in general office duties, including filing, scanning, and managing administrative tasks
• Consistently professional phone etiquette and effective verbal communication skills
• Strong problem-solving abilities with the capacity to manage multiple priorities in a fast paced environment
• Solid organizational skills with attention to detail and accuracy
• Working knowledge of insurance processes, including Medicaid and third-party payer systems
• Excellent customer service skills, with the ability to interact compassionately and efficiently with diverse client populations

Job Overview:

Working Conditions: Work is normally performed in a typical interior, medical work environment in a clinic building. Work may be demanding and chaotic at times. May be exposed to a patient population that will present a variety of contagious diseases, physical injuries, and emotional states of mind.

Physical Requirements and Work Environment:

The physical demands and work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this role. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.

• Must be able to stand, sit, and be mobile for one-third to two-thirds of the workday
• Frequent use of hands for fingering, handling, and feeling (over two-thirds of the time)
• Reaching with hands and arms occurs approximately one-third of the workday
• Occasional climbing, balancing, stooping, kneeling, or crouching (less than one-third of the time)
• Requires frequent verbal communication and active listening (over two-thirds of the time)
• Must be able to lift or exert force up to 10 pounds approximately 50% of the time, and up to 25–40 pounds less than one-third of the time
• Rarely required to lift more than 41 pounds
• Must be capable of efficient keyboard use and possess the ability to hear, see, speak, and read effectively

Safety: Heritage Health enforces a safety culture whereby all employees have the responsibility for continuously developing and maintaining a safe working environment. Each employee is responsible for completing all training requirements, participating in emergency response tasks as requested, and serving on safety committees and teams as requested. In addition, employees must accept the responsibility for maintaining the safety of themselves and others by adhering to all written and verbal instructions, promptly reporting and/or correcting all hazards or unsafe conditions and providing feedback to supervisors and management on all safety issues.