Customer Service Representative 2
Boise State University

Boise, Idaho

Posted in Education and Training


This job has expired.

Job Info


About Us:


Boise State University, powered by creativity and innovation, stands uniquely positioned in the Northwest as a metropolitan research university of distinction. Learn more about Boise State and the City of Boise at https://www.boisestate.edu/about/boise-and-beyond/. Boise State University is committed to increasing the diversity of its faculty, staff, students, and academic program offerings and to strengthening sensitivity to diversity throughout the institution. Boise State University is an affirmative action/equal opportunity employer, and members of historically underrepresented groups are especially encouraged to apply. We are a welcoming campus that supports diversity and inclusion.

University Health Services is a multi-specialty outpatient clinic. We are looking for people who are passionate about providing a welcoming experience for our patients (customers). The Customer Service Representative (CSR) is responsible for all aspects of the patient intake and registration process. This includes, but is not limited to: greeting customers, confirming demographic details, verifying insurance eligibility, and managing appointments.

The CSR represents the first and last impression of Health Services for each of our customers. To be successful in this role, you must be positive, friendly, be able to multi-task, and memorize multiple scheduling processes.

Job Summary/Basic Function:
To conduct in-depth interviews and use specialized knowledge to provide complicated technical information and services to customers; perform related work.

Level Scope:
Applies skills and job knowledge in area of specialization; may adapt procedures, operations, techniques, tools, materials, and/or equipment to meet 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:
60% of the time the Customer Service Representative 2 must:

  • Approximately 60% of their time working directly with external customers. Requires authority, knowledge, and judgment to answer more complicated requests where there are no clear procedural responses. Requirement to conduct in-depth interviews to elicit and record sensitive information; research and analyze information to make decisions and resolve complicated issues.
  • Incumbents determine customers' requests and needs and provide specialized information about agency programs and services. Research and interpret laws and technical information, and resolve complex, varied and sometimes controversial and/or volatile issues; prepare clear and concise responses for customers. Research information beyond existing procedures for many solutions and answers to questions. A high degree of human relation skills is required to persuade or influence others' behavior.
  • Identify customer service problems, make recommendations, and plan and coordinate program and communication changes. Incumbents may supervise staff or have leadwork responsibilities.
  • Perform a variety of office support functions, may include answering phones, screening and channeling calls, and taking messages; scheduling; composing and signing routine correspondence; receiving money; maintaining record keeping systems by adding or deleting; compiling data and preparing reports.

35% of the time the Customer Service Representative 2 must:
  • 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 the appropriate provider based on the symptoms and chief complaints presented by the customer
  • Input accurate registration information into our Electronic Practice Management (EPM) system to allow our clinical team(s) to provide effective care
  • Send internal communications in our Electronic Medical Record (EMR) system to our clinical and billing team(s)
  • 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 compliant 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

5% Perform other duties as assigned

Knowledge, Skills, Abilities:
  • Intermediate word processing skills.
  • Intermediate database skills to include create, format, edit, sort, filter, print and store data in pre-designed tables, customize tables, import and export data to tables, create forms and simple reports, set relationships between tables, convert, transfer or import data, design and create complex queries and reports.
  • Knowledge of manipulating database software to store retrieve and compile information in a report format; using spreadsheet software; working in a health care environment; working in a call center environment; fluency in speaking, reading, writing Spanish and English and/or working with multiple electronic devices, systems, and data records.

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:

  • 1 or more years of experience in an integrated, multi-specialty healthcare setting, previous experience with a billing or electronic medical record system is a plus
  • Associate's degree, or higher from an accredited institution
  • 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

Salary and Benefits:
Salary commensurate with experience. Boise State University is committed to offering a benefits package that provides health and financial protection plans as well as resources to promote health and well-being. Our program provides flexibility so you can choose the benefits that are right for you and your family. Learn more about our benefit options at https://hrs.boisestate.edu/benefits/.

Required Application Materials:

Please provide a resume with employment history

Advertised: April 12, 2021
Applications close: May 03, 2021


This job has expired.

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