Customer Service Representative
Company: Heritage Health - Idaho
Posted on: June 25, 2022
We are North Idaho's premier provider of integrated medical,
dental and behavioral health services. Our amazing care teams
deliver world-class healthcare utilizing a patient directed,
community-focused approach. Providing high quality, affordable
Healthcare from the Heart is our passion. Our mission is to deliver
a healthcare experience that provides hope, inspires change, and
extends life for our patients and our community.
Top reasons to join our team:
Our employees are mission - minded
We are passionate about providing excellent patient care
Committed to a fun and supportive team environment
We offer high-quality competitive employee benefits
Provides quality customer service to all Heritage Health patients
in the check in and check out process. Works closely with medical
assistants and providers to ensure patient visits are processed in
timely manner. Implements policies and protocols for Heritage
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 if position is for Family
Knowledge, Skills, and Abilities Required:
General office duties, proper phone etiquette, problem solving and
organizational skills, insurance knowledge and customer service
Duties and Responsibilities:
Checks in patients and updates demographics at each visit including
insurances if applicable.
Backs up Call Center on multi-line phone system for clinic, takes
accurate messages, and delivers promptly to Providers.
Schedules appointments as needed for new and established patients
using electronic practice management system.
Makes reminder calls for all scheduled patients.
Makes sure each account has a DMS screen, verifies homeless
condition (current status) and migrant/seasonal status.
Verifies Medicaid at each visit and obtains Healthy Connections
authorization if needed.
Collects co-pays for self-pay and third-party payers from each
patient at each visit.
If patient cannot pay their co-pay, that patient is directed to the
Checks out Patients if needed.
Creates and organizes charts.
Keeps track of No Shows. Follows No Show protocol.
All self-pay patients on schedule will be processed through the
Medicaid System to check for coverage.
Straightens Waiting Room area when needed throughout the day.
Assists Medical Records if needed.
Assists Clinic Coordinator if needed
General office duties such as copying, faxing, scanning and
Heritage Health staff have an active role in our Patient Centered
Medical Home model of care. This role is designated as part of the
Heritage Health PCMH Care Team.
Regular and predictable attendance is an essential function of this
Other duties as assigned.
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
Required to stand, sit, and be mobile one-third to two-thirds of
the time. They are required to use hands to finger, handle or feel
over two-thirds of the time; while reaching with hands and arms
occurs one-third of the day. Climbing or balancing, stooping,
kneeling or crouching occur less than one-third of the time.
Communicating by talking / hearing occurs over two-thirds of the
day. Amount of time spent lifting or exerting force is about 50%
for up to 10 pounds and less than one-third of the time up to 25 -
40 pounds. Rarely is there a need to lift more than 41 pounds. Must
be able to manage efficient keyboard use, hear, see, speak and
The work environment characteristics described here are
representative of those an employee encounters while performing the
essential functions of this job. Reasonable accommodations may be
made to enable individuals with disabilities to perform the
Ability to solve complex practical problems
Positive interpersonal, communication & persuasion skills over the
phone, computer & in person
Must be able to simultaneously manage several objectives and assign
Deal with a wide variety of variables in situations where only
limited standardization exists
Ability to interpret a variety of instructions furnished in written
or oral form
Ability to work effectively under pressure to meet deadlines with a
strong organization skill set for easy retrieval of information and
to ensure competent closure of issues
Ability to work overtime as needed, maintain alertness & meet the
controlled substance policy.
Good judgment and sound decision making and conflict management
skills to inspire confidence from the customer
Manage complex analysis and use deductive reasoning
Work is normally performed in a typical interior/office work
environment in a clinic. Work may be demanding and chaotic at
times. Exposed to patient population that will present a variety of
contagious diseases, physical injuries, and emotional states of
Keywords: Heritage Health - Idaho, Coeur d'Alene , Customer Service Representative, Hospitality & Tourism , Kellogg, Idaho
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