Job Details

Heritage Health is seeking a full-time (1.0 FTE) Customer Service Representative to join our team 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.

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 up to $200k (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 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.
• Experience with Athena EHR systems preferred
• Must be able to pass Idaho Department of Health and Welfare Criminal History Unit enhanced background check for our Rathdrum Clinic

• 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.

• Understanding of medical terminology and healthcare office procedures
• Familiarity with HIPAA regulations and patient confidentiality requirements
• Knowledge of electronic health records (EHR) systems (e.g., Athena)
• 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.