Customer Service Associate

Customer Service Representative (CSR)

Heritage Health is seeking a part-time Customer Service Representative (CSR) to join our Street Medicine & Community Outreach (SMCO) team. This role is essential in providing compassionate, high-quality service to some of our most vulnerable community members. The CSR serves as the first point of contact for patients, ensuring a warm welcome, accurate check-in/out processes, and seamless support across medical and behavioral health services.

Top Reasons to Join Our Team:

• Mission-Driven Culture: Be part of a team dedicated to improving the lives of underserved populations
• Team Collaboration: Work closely with medical, behavioral health, and outreach staff
• Supportive Work Environment: Training, mentorship, and leadership that cares
• Variety in Work: No two days are the samehelp people in meaningful, diverse ways
• Opportunities to Grow: Career advancement and continuing education encouraged

We are looking for a candidate who thrives in a fast-paced, patient-centered environment, demonstrates exceptional attention to detail, and works collaboratively with a multidisciplinary team.

Requirements

• Minimum two (2) years of office experience; healthcare setting preferred
• Ability to work compassionately with vulnerable and high-risk populations
• Proficiency in Microsoft Office and standard office equipment
• Strong verbal and written communication skills
• Must pass an enhanced background check through the Idaho Department of Health & Welfare
• Working knowledge of Medicaid/insurance billing processes and patient eligibility is a plus

Key Responsibilities:

• Greet and check in patients; verify demographics and insurance at each visit
• Answer incoming calls, take accurate messages, and route communications
• Schedule new and follow-up appointments using the electronic practice management system
• Conduct end-of-day prep: verify schedules, make reminder calls, and assess client needs
• Verify Medicaid and other coverage; refer uninsured patients for outreach assistance
• Collect co-pays and maintain accurate payment records, including daily reconciliations
• Maintain and audit client charts, sliding fee documentation, and vouchers
• Coordinate with clinical staff to support client care and track no-shows
• Monitor and maintain multiple provider schedules
• Perform general office duties (scanning, faxing, copying, handling mail)
• Maintain a clean and welcoming waiting area
• Provide documentation and reporting support for outreach and donation programs
• Assist the Clinic Director and other team members as needed
• Maintain regular and predictable attendance

Working Conditions & Physical Requirements:

• Work is performed in a fast-paced clinic setting with frequent interruptions
• Must be able to stand, sit, and move intermittently for prolonged periods
• Frequent use of hands, arms, and communication tools required
• Occasional lifting up to 40 lbs; rarely more than 41 lbs
• May be exposed to emotionally distressed or medically complex individuals