Customer Service Rep | Full-Time|

About the role

Heritage Health is seeking a full-time (1.0 FTE) Customer Service Rep to join our team in Post Falls, Idaho. We prioritize work-life balance and offer a supportive environment to ensure our team members thrive both professionally and personally.

Responsibilities

• Checks in clients and updates demographics, including insurance information, at each visit.
• Verifies Medicaid at each visit and obtains Healthy Connections authorization if needed.
• Sets up DMS screens and verifies current homeless and migrant/seasonal status for each account.
• 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.
• Collections 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.

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.

Success factors

• 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.
• Able to maintain professionalism and compassion under pressure.
• Able to handle sensitive patient information with discretion.
• Able to work independently and as part of a team.