Customer Service Representative | Full-Time|

Heritage Health - Idaho; Coeur d'Alene (ID); On-site; USD 36,000 - 48,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

PTO 200 hours

Extended Illness Bank

403(b) retirement plan

Life insurance

Disability insurance

EAP

Student loan repayment

Job summary

Heritage Health is seeking a full-time Customer Service Representative to join our dental team in Coeur d'Alene, Idaho. This CSR role delivers exceptional service during check-in and check-out and collaborates with dental staff to ensure efficient patient visits.

The position emphasizes a supportive environment, strong benefits, and work-life balance. Candidates should have at least two years of office experience and familiarity with healthcare office procedures.

Qualifications

• Minimum two years of office experience.
• Healthcare setting experience preferred (dental/medical).
• Knowledge of HIPAA regulations and patient confidentiality.

Responsibilities

• Check in clients and update demographics and insurance at visits.
• Verify Medicaid and obtain authorizations when needed.
• Ensure each account has a DMS screen and verify status.
• Answer multi-line phone system and relay messages to providers.
• Schedule appointments and send reminders.
• Collect co-pays and direct non-payers to billing staff.
• Check out clients and maintain waiting room cleanliness.
• Perform general office duties like copying, scanning, and mail handling.

Skills

Office experience

Healthcare knowledge

HIPAA familiarity

Communication skills

Computer skills

Job description

Description

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

What You'll Love About Working Here:

Purpose-Driven Work:

Be part of an organization dedicated to enhancing lives and building healthier communities.

Supportive Culture:

Experience a fun, collaborative, and encouraging team environment where your contributions are valued.

Work-Life Balance:

Enjoy a predictable schedule so you can focus on what matters most, both at work and at home.

Growth & Collaboration:

Work alongside talented professionals who are committed to delivering the best outcomes for our patients and community partners.

Competitive Compensation:

Receive a strong pay package and exceptional benefits that support your well-being and future.

Why Join Heritage Health? Enjoy Exceptional Benefits Designed for You

Comprehensive Health Coverage:

100% employer-paid medical, dental, and vision insurance for full-time employees. Choose from multiple plan options to fit your needs, with generous employer contributions for dependents.

Flexible Paid Time Off (PTO):

Start your first year with 200 hours (25 days!) of all-in-one PTO—covering vacation, personal, sick, and holiday time. Our streamlined PTO program gives you more control and flexibility, plus the option to cash out extra time off. We believe in supporting your work-life balance from day one.

Extended Illness Bank (EIB):

Additional paid time for serious illness or hospitalization, supporting you and your family when it matters most.

Retirement Savings:

403(b) retirement plan with automatic enrollment and a competitive employer match—100% of the first 3% and 50% of the next 2% you contribute. Build your future with confidence.

Life & Disability Insurance:

Employer-paid life and long-term disability coverage, plus voluntary options for extra protection.

Employee Assistance Program (EAP):

Free, confidential counseling and wellness resources for you and your household, including telehealth visits, legal and financial support, and more.

Additional Perks:

Student loan repayment program for eligible positions, LifeFlight membership for emergency medical transport, and access to a dedicated benefits advocate team for personalized support.

The Customer Service Representative (CSR) delivers exceptional service to all Heritage Health patients during the check-in and check-out process. This role collaborates closely with dental assistants and dental providers to ensure efficient and timely patient visits. The CSR also supports the implementation of Heritage Health policies and protocols to maintain operational excellence and a positive patient experience.

Requirements

• Minimum of two years of office experience; dental preferred.

Your Essential Duties:

• Checks in clients and updates demographics, including insurance information, at each visit.
• Verifies Medicaid at each visit and obtains Healthy Connections authorization if needed.
• Ensures each account has a DMS screen and verifies current homeless and migrant/seasonal status.
• 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.
• Collects 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.

Your Success Factors

• Understanding of medical terminology and healthcare office procedures
• Familiarity with HIPAA regulations and patient confidentiality requirements
• 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
• Ability to maintain professionalism and compassion under pressure
• Ability to handle sensitive patient information with discretion
• Ability to work independently and as part of a team

Job Overview

Working Conditions: Work is normally performed in a typical interior/office work environment in a medical and dental clinic building. Work may be demanding and chaotic at times. May be exposed to patient population that will present a variety of contagious diseases, physical injuries, and emotional states of mind.

Physical/Mental Requirements

• Prolonged periods of sitting at a desk and working on a computer.
• May lift up to 15 pounds at times.
• Must be able to access and navigate various departments of a given location.
• Must be able to complete tasks in a noisy or stressful environment.
• Must be able to adhere to process protocol.

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.