Customer Service Representative 2

Job Summary/Basic Function:

Must have a People-First mindset during patient/client interactions while obtaining demographic and medical insurance information. Document the purpose of appointments in the electronic medical records system during the scheduling process. Must be flexible and adaptive to a busy clinic environment.

This position will be scheduled to work four, ten-hour shifts per week.

Level Scope:

Applies skills and job knowledge in area of specialization; may adapt procedures, operations, techniques, tools, materials, and/or equipment to meet the needs of area of specialization; may work on non-routine tasks; resolves issues/makes working decisions within area of specialization or responsibility with minimal supervision.

Essential Functions:

The CSR plays a pivotal role in delivering a positive check in/ check out experience, and addressing the needs and concerns for our internal and external customers.

• Create a positive, welcome and inviting experience for our patients.
• Adhere to scheduling rules to set appointments with appropriate provider based on symptoms and chief complaints presented by the customer.
• Input accurate registration information into our Electronic Practice Management (EPM) system to allow our clinical teams to provide effective care.
• Send internal communications in our Electronic Medical Record (EMR) system to our clinical and billing teams.
• Ensure the appropriate consent forms are on file to comply with HIPAA regulations and support clinic billing practices.
• Use a multi line phone system to answer calls; which may require transferring the call to another team or department on campus.
• Send or respond to emails in a clear and professional manner while complying with HIPAA regulations.
• Collect, maintain, and use Protected Health Information (PHI) in a HIPAA complaint manner.
• Invoice customer charges, and collect funds for services (co-payments, co-insurance, medications, etc.).
• Invoice service charges and perform end of day activities for the daily deposit.
• Perform other duties as assigned.

Knowledge, Skills, Abilities:

• Pleasant and positive demeanor with a commitment to exceptional customer service.
• Ability to communicate in a verbal and non-verbal manner that is friendly and welcoming.
• Professional communication skills in all platforms: phone, email, or in-person.
• Possess strong attention to detail and recall to accommodate changes to workflow, processes or technology.
• Strong ability to multitask and manage multiple priorities simultaneously.
• Knowledge of medical terminology, HIPAA privacy and security regulations, and health insurance billing practices.
• Computer technology skills including the ability to competently navigate a billing and health record system, and intermediate keyboard skills of at least 40 WPM.

Minimum Qualifications:

Some knowledge of: interviewing methods.

Experience: interpreting, explaining, and applying regulations, laws or complex policies to carry out assignments; accessing data using a computerized system; independently handling complaints and upset individuals in a business setting; conducting sensitive fact-finding interviews.

Preferred Qualifications:

• Associates degree or higher from an accredited institution OR an equivalent combination of appropriate training and experience.
• One or more years of experience in a customer service setting with previous experience with a billing and/ or scheduling system in a healthcare environment.

Salary and Benefits: The pay range is $18.00 to $20.00 an hour and is commensurate with experience. Boise State University provides a best-in-class benefits package, including (but not limited to):

• 12 paid holidays AND the University is closed between Christmas and New Year's (requires use of 3 vacation days)
• Between 12-24 annual paid vacation days for full-time Professional and Classified staff depending on position type and years of service
• 10.76% University contribution to your ORP retirem