Customer Service Rep

5 days ago

Coeur d'Alene, United States Dirne Health Center, Inc. Full time
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
  • Community-focused
  • Committed to a fun and supportive team environment
  • We offer high-quality competitive employee benefits

Summary:

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 Health.

Requirements

Minimum qualifications:

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 Support Services.

Knowledge, Skills, and Abilities Required:

General office duties, proper phone etiquette, problem solving and organizational skills, insurance knowledge and customer service skills.

Duties and Responsibilities:
  1. Checks in patients and updates demographics at each visit including insurances if applicable.
  2. Backs up Call Center on multi-line phone system for clinic, takes accurate messages, and delivers promptly to Providers.
  3. Schedules appointments as needed for new and established patients using 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 patient cannot pay their co-pay, that patient is 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 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.

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.

Physical/Mental Requirements:

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 read.

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 essential functions.
  • 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 priorities
  • 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

Working Conditions:

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 mind.

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