Customer Service Lead - Coeur d'Alene
Summary
Title:Customer Service Lead - Coeur d'Alene
ID:1558
Department:Coeur d'Alene Clinic
Description
Heritage Health is a mission driven not for profit organization, committed to delivering a healthcare experience that provides hope, inspires change and extends life for our patients and our community. We are a growing patient-centered practice that is looking for a full-time Customer Service Lead with our team in Coeur d'Alene, Idaho.

We are seeking a patient focused individual with a take-charge attitude and EMR experience to join our team! This role would be working a five day schedule from Monday through Friday. If this sounds like something you'd be interested in, we encourage you to apply!

The Customer Service Lead is under general supervision of the Clinic Director or Front Office Manager, this position supervises all Front Office operations in respective clinic. The Customer Service Lead is not responsible for any direct reports but is often called on for employee training, process improvement, and procedure implementation. 

In this role, you will:
  • Act as the shift lead at the respective clinic. This typically includes training employees in work allocation, problem resolution and providing input to Front Office Supervisor or Clinic Director for performance evaluation.
  • Provide coaching to customer service representatives on an as needed basis under the direction of the Office Manager and/or Clinic Director.
  • Participate in the planning and implementation of quality improvement “PDSA” projects.
  • Receive complaints and acts as the first point of escalation for all front office patient complaints.
  • If designated by the Operations Manager or Front Office Supervisor, will schedule front office staff to ensure coverage whenever the clinic is in operation.
  • Manage daily administrative operations of the front office including establishing work priorities and helping to resolve problems related to the day-to-day operations of the clinic.
  • Oversee maintenance of clinic patient records.
  • Purchase and maintain appropriate control of inventories for office supplies.
  • Work in conjunction with the Office Manager and/or Clinic Director to oversee daily cash and collections and ensure Heritage Health policies and procedures are followed.
  • Attend meetings and prepare appropriate data for the meeting including: audits, reports, surveys, etc.
  • Update clinic schedules for providers and apply appropriate templates.
  • Provide administrative support such as preparing scheduled and special reports, correspondence, and maintaining database management.
  • Work with clinic leadership team to coordinate assignments for the front desk staff.
  • As appropriate to the individual position and training/qualifications, provide administrative assistance and support to providers, to include problem solving, project planning and management, fiscal management, day-to-day office coordination, and secretarial services.
  • 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.
  • Performs miscellaneous job-related duties as assigned. 
Qualifications:
  • High school diploma or GED
  • 1-3 years of relevant work experience required
  • EHR/EMR experience preferred

Heritage Health is a federally qualified health center. We believe that healthcare should be accessible and affordable for everyone, regardless of insurance status or ability to pay. 


We are proud to offer a competitive benefits package! 100% of our full time employees' medical, dental, vision, and life insurance is covered by Heritage Health. Additional life insurance, short term disability, and long term disability coverage is also available.

We value our employees' health and future!

  • We offer a 403b retirement plan where Heritage Health matches up to 2% of your contribution.
  • Employees start accruing 120 hours of paid time off during their first year of employment. We also cover 8 paid holidays.
  • Discounts are also available on cell phone plans as well as gym memberships!
Heritage Health is an equal opportunity employer.
This opening is closed and is no longer accepting applications
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