Customer Service Rep

📌 Core Information

🔹 Job Title: Customer Service Representative

🔹 Company: Heritage Health - Idaho

🔹 Location: Coeur d'Alene, Idaho, United States

🔹 Job Type: On-site

🔹 Category: 📞 Customer Service

🔹 Date Posted: Tue Apr 01 2025

🔹 Experience Level: 2-5 years

🔹 Remote Status: On-site

📌 Essential Job Details

🚀 Job Overview

Key aspects of this role include:

• Providing quality customer service during patient check-in and check-out
• Collaborating with medical assistants and providers for timely patient visit processing
• Implementing office policies and protocols
• Engaging with patients through various service touchpoints

ASSUMPTION: This role involves direct interaction with patients and frontline healthcare staff, emphasizing the importance of strong interpersonal skills and the ability to manage multiple administrative tasks simultaneously.

📋 Key Responsibilities

✅ Check-in patients and update their demographic and insurance information.

✅ Back up the Call Center, manage multi-line phone systems, and relay messages to providers promptly.

✅ Schedule and confirm appointments using electronic systems and make reminder calls.

✅ Verify Medicaid and other insurance authorizations, collect co-pays, and direct patients to billing staff if necessary.

✅ Maintain and organize patient records, follow up on no-shows, and assist in maintaining the waiting area.

✅ Participate in Patient Centered Medical Home (PCMH) Care Team activities and maintain regular attendance.

✅ Uphold workplace safety standards and participate in emergency tasks as required.

ASSUMPTION: Responsibilities imply a focus on smooth patient flow and operational efficiency, requiring familiarity with healthcare administrative processes.

🎯 Required Qualifications

Education: Not specified

Experience: Minimum of two years of office experience, preferably in a medical setting.

Required Skills:

• Customer service acumen
• Problem-solving capabilities
• Organizational skills

Preferred Skills:

• Insurance knowledge
• General office duties proficiency

ASSUMPTION: The ideal candidate will have a blend of administrative skills and healthcare experience to handle a dynamic work environment.

💰 Compensation & Benefits

Salary Range: Not specified

Benefits:

• Competitive employee benefits
• Supportive team environment
• Community-focused work atmosphere

Working Hours: 40 hours per week

ASSUMPTION: Benefits likely include standard healthcare packages common in similar healthcare organizations, although exact details aren't provided.

📌 Applicant Insights

🔍 Company Context

Industry: Hospitals and Health Care - known for providing integrated medical services

Company Size: 201-500 employees, indicating a mid-sized organization with community focus

Founded: 1986, with a history of adapting to the community's needs

Company Description:

• Non-profit organization with patient-focused governance
• Offers a wide range of health services from primary care to substance abuse treatment
• Operates multiple locations to serve North Idaho effectively

Company Specialties:

• Primary Care
• Mental Health
• Community Outreach

Company Website: http://www.myheritagehealth.org

ASSUMPTION: The candidate should value working in a community-driven and patient-first environment, aligning with the organization’s mission.

📊 Role Analysis

Career Level: Entry to Mid-level, suitable for individuals with 2+ years of experience in office roles

Reporting Structure: Reports to clinic coordinator/supervisor within the healthcare administrative team

Work Arrangement: On-site within clinic premises

Growth Opportunities:

• Potential to advance within healthcare administration roles
• Opportunities to specialize in insurance or patient coordination
• Engagement in cross-functional health care projects

ASSUMPTION: Opportunities for professional development and increased responsibilities exist as the candidate demonstrates capability and commitment.

🌍 Location & Work Environment

Office Type: Clinic setting tailored to healthcare delivery

Office Location(s): Coeur d'Alene, Idaho and other locations within Idaho

Geographic Context:

• Centrally located in North Idaho
• Community-oriented with a supportive local population
• Access to a range of recreational activities in proximity

Work Schedule: Regular business hours, with potential for slight variations depending on clinic needs

ASSUMPTION: Candidates should be prepared for potential exposure to diverse patient scenarios typical of a healthcare environment.

💼 Interview & Application Insights

Typical Process:

• Application submission via company website
• Initial screening by HR for eligibility and fit
• In-person or virtual interview with department head

Key Assessment Areas:

• Communication and patient handling skills
• Problem-solving ability in live situations
• Technical proficiency in office systems

Application Tips:

• Highlight any medical office experience prominently
• Emphasize customer service and multitasking abilities
• Prepare examples of handling complex administrative tasks

ATS Keywords: Customer Service, Medical Administration, Patient Coordination, Office Management

ASSUMPTION: The hiring process focuses on finding candidates who can handle the fast-paced nature of healthcare settings with professionalism.

🛠️ Tools & Technologies

• Electronic Practice Management Systems
• Multi-line telephone systems
• Document management and scheduling software

ASSUMPTION: Familiarity with general office software and healthcare-specific systems will be essential for operational efficiency.

👔 Cultural Fit Considerations

Company Values:

• Patient-centered care
• Community engagement
• Continuous improvement

Work Style:

• Team-oriented with collaborative decision-making
• Adaptive to change and flexible in approach
• Detail-focused with an emphasis on quality service

Self-Assessment Questions:

• Can you manage multiple tasks in a busy environment?
• How do you handle interactions with challenging patients?
• Are you committed to maintaining a high level of patient care and confidentiality?

ASSUMPTION: Candidates should ideally value community healthcare and be comfortable in a non-profit setting that prioritizes patient care over profit.

⚠️ Potential Challenges

• Managing high patient volume with limited standardization
• Handling diverse medical and non-medical inquiries
• Navigating evolving healthcare protocols and policies
• Maintaining composure during peak hours

ASSUMPTION: The role requires resilience and the ability to thrive under pressure with a focus on patient wellbeing.

📈 Similar Roles Comparison

• Similar to Medical Receptionist roles in smaller clinics
• Overlap with Patient Coordination in hospital settings
• Shared responsibilities with Health Information Technicians

ASSUMPTION: While the role may share similarities with others, the unique community-focused approach and multi-faceted responsibilities set it apart.

📝 Sample Projects

• Improving patient check-in efficiency through new systems
• Designing communication protocols for call center operations
• Developing training modules for new administrative staff

ASSUMPTION: Projects likely focus on enhancing patient service delivery and administrative processes to support clinic operations.

❓ Key Questions to Ask During Interview

• What does a typical day look like for a Customer Service Representative here?
• How does Heritage Health support professional development for this role?
• What is the patient demographic like at the Coeur d'Alene location?
• How is success measured for this position?
• What are the most common challenges faced by the administrative staff?

ASSUMPTION: Asking these questions can provide insights into job scope, growth prospects, and how the role aligns with professional goals.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through this link
• Prepare a resume highlighting relevant experience
• Include a cover letter detailing your fit for the role
• Be ready to provide references if required
• Follow up on your application status within two weeks

⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.