Customer Service Rep

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.

• We are mission-minded.
• We are passionate about providing excellent patient care.
• We are community-focused.
• We have a fun and supportive team environment.
• We offer high-quality competitive employee benefits.

This position provides quality customer service to all Heritage Health patients in the check-in and check-out process.

The successful candidate will work closely with medical assistants and providers to ensure patient visits are processed in a timely manner.

They will also implement policies and protocols for Heritage Health.

1. Checks in patients and updates demographics at each visit, including insurances if applicable.
2. Backs up Call Center on a multi-line phone system for the clinic, takes accurate messages, and delivers them promptly to Providers.
3. Schedules appointments as needed for new and established patients using an electronic practice management system.
4. Makes reminder calls for all scheduled patients.
5. Makes sure each account has a DMS screen, verifies homeless condition (current status) and migrant/seasonal status.
6. Verifies Medicaid at each visit and obtains Healthy Connections authorization if needed.
7. Collects co-pays for self-pay and third-party payers from each patient at each visit.
8. If a patient cannot pay their co-pay, they are directed to the collections/billing staff.
9. Checks out patients if needed.
10. Creates and organizes charts.
11. Keeps track of No Shows. Follows No Show protocol.
12. All self-pay patients on schedule will be processed through the Medicaid System to check for coverage.
13. Straightens the Waiting Room area when needed throughout the day.
14. Assists Medical Records if needed.
15. Assists Clinic Coordinator if needed.
16. General office duties such as copying, faxing, scanning, and handling mail.
17. 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.
18. Regular and predictable attendance is an essential function of this position.
19. Other duties as assigned.

Heritage Health enforces a safety culture where 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.

This position requires standing, sitting, and being mobile one-third to two-thirds of the time.

It requires using 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.

The 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.

This position requires managing efficient keyboard use, hearing, seeing, speaking, and reading.