Customer Service Representative 2, Health Center (8131)

**This position is eligible for full State benefits.**

1. Majority employer paid medical, vision, and dental insurance for employees and dependents;
2. Generous tuition discount which includes $5 per credit for employees and spouses, as well as 50 percent off of tuition for dependent children up to age 26;
3. 12 paid holidays; as well as accruing sick and vacation leave;
4. 8 weeks paid parental leave;
5. A generously matched retirement.

To conduct in-depth interviews and use specialized knowledge to provide complicated technical information and services to customers; perform related work.

This is a full-time front desk position in the Idaho State University Health Center on the Pocatello campus.



-Duties include answering phones, screening and channeling calls, and taking messages; scheduling appointments for staff members; producing labels, forms and routine letters; composing and signing routine correspondence; receiving money, making change and issuing receipts, verifying completeness of applications and forms; maintaining record keeping systems by adding deleting, or updating information; compiling data and preparing reports.
-Incumbents conduct in-depth interviews to determine customers' requests and needs.
-Incumbents provide specialized information about agency programs and services. This involves researching and interpreting laws and technical information, clarifying, explaining, and resolving complex, varied and sometimes controversial and/or volatile issues, and preparing clear and concise responses for customers. Incumbents must 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.
-Incumbents may work cooperatively with staff from their own units and other divisions to identify customer service problems, make recommendations, and plan and coordinate program and communication changes.
-Incumbents may supervise staff or have leadwork responsibilities.
-Incumbents perform a variety of office support functions, but this is not considered the primary function of the position.
-These positions may involve dealing with hostile and irate individuals; and require sufficient speech and hearing acuity to perform customer service work. Some positions may involve statewide travel.

The successful candidate will be responsible for the following:
•    Greets patients at the front desk and initiates the check-in process.
•    Determines eligibility for services by checking ID cards, looking up student status on computer, or by direct interviewing.  
•    Provides information regarding Health Center services, policies and procedures. Takes detailed messages for clinical and administrative staff.  
•    Elicits confidential and personal medical information from patients in order to make appointments.  Uses independent judgment regarding eligibility, appropriate provider, length of appointment time assigned, and urgency of situation.  Consults with clinical staff as necessary and informs them of emergencies.
•    Elicits personal financial and insurance information in order to ascertain appropriate fee schedules and provide accurate billing insurance information to the patient.
•    Maintains knowledge base of Health Center policies, procedures, fee schedules, and services available and shares and applies this information appropriately with students, staff, and outside entities.
•    Responds to medical records requests from outside physicians, former patients, attorneys, and public health clinics.  Insures that only appropriate records are sent and that written authorization is valid and correct
•    Assists patients with check-out process by collecting payments, making future appointments, making billing arrangements, and directing patients to the pharmacy, other campus offices, or office campus medical facilities.
•    Understands and applies HIPAA and FERPA privacy laws.
•    Participates in team building efforts by providing input, receiving input, and making recommendations.
•    Performs other work related tasks as needed.  Cross-trains in other areas as necessary.




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.

Employees in this classification spend approximately 60% of their time working directly with external customers. This level requires authority, knowledge, and judgment to answer more complicated requests where there are no clear procedural responses. Decisions made have a high consequence of error and may have potential legal implications. This classification is distinguished from the Customer Service Representative 1 by the requirement to conduct in-depth interviews to elicit and record sensitive information; and research and analyze information to make decisions and resolve complicated issues.

To view all our available positions please visit us online at isu.edu/jobs

Salary : $14