CUSTOMER SERVICE REPRESENTATIVE I

CRHC is looking for a full time (40 hours/week) Customer Service Representative I to work in our Business Office. Hours and days will vary depending on the current needs of the department.

PRIMARY FUNCTION:

Responsible for Advancing Exceptional Care by prioritizing Safety and Quality in every aspect of patient care. This role is committed to fulfilling essential duties that enhance patient outcomes, operational efficiency, and overall healthcare standards, ensuring all actions align with the philosophy, goals, and objectives of Clarinda Regional Health Center (CRHC). By maintaining the highest level of care, this position supports CRHC’s dedication to fostering a safe, compassionate, and high-quality healthcare environment for our patients and community.

QUALIFICATIONS:

Education and/or Experience

• High school diploma or equivalent preferred

• Previous office experience preferred

Certificates, Licensure, Registrations

• For job-specific certifications refer to the Education Certification Requirements by Job Category: Non-Clinical Staff

WORK SCHEDULE & SHIFT REQUIREMENTS:

The facility operates 24/7; however, work schedules may vary based on departmental needs to ensure the highest standard of patient care and operational efficiency. Flexibility will be expected.

• Weekend and Holiday rotation as needed.
• Eligible for shift differentials where applicable.
• Position is classified as non-exempt and eligible for overtime in accordance with labor laws.

PHYSICAL REQUIREMENTS & WORKING CONDITIONS:

This position involves a combination of physical activities necessary to perform essential job functions effectively. The employee should be able to:

• Sit, stand, and walk for varying lengths of time throughout the workday.
• Lift, push, pull, or carry light to moderate loads, with assistance available for heavier items.
• Use fine motor skills, including grasping, reaching, and handling equipment or materials as needed.
• Perform routine movements, such as typing, writing, or handling supplies.
• Bend, stoop, kneel, or crouch occasionally for job-related tasks.
• See and hear well enough to read documents, operate equipment, and communicate effectively.
• Work in a dynamic environment, adapting to occasional changes in pace or setting.

Reasonable accommodations will be considered to support individuals in performing essential job functions.

ESSENTIAL JOB DUTIES & RESPONSIBILITIES

At CRHC, our core values—Compassion, Advancing, Relationships, and Exceptional—are at the heart of everything we do. These values drive our commitment to Advancing Exceptional Care, ensuring that we provide the highest quality care to our patients while supporting and empowering our team members. We believe in creating a compassionate environment where relationships are nurtured, collaboration is encouraged, and excellence is expected.

As a member of our team, you will embody these values in your daily work by:

• Compassion: Demonstrating empathy and kindness in every interaction, recognizing the unique needs of our patients and colleagues.

• Advancing: Embracing innovation, continuous learning, and striving for improvement in all aspects of patient care and team collaboration.

• Relationships: Building trust through open communication and teamwork, fostering a supportive atmosphere that prioritizes respect and understanding.

• Exceptional: Holding yourself to the highest standards, delivering superior care, and contributing to a culture of excellence that impacts both patients and colleagues.

Maintains and demonstrates current working knowledge of established policies and procedures and carries out all operational processes of Admissions and Scheduling in an accurate and efficient manner

• Pre-admits and admits patients by gathering all insurance and demographic information.

• Verifies insurance through eligibility verification.

• Explains the consent to treat form and all other paperwork associated with the admission to the patient at the time they are signing the admissions paperwork.

• Scans copies of insurance cards, driver’s licenses, etc. to assist in processing of claims once admissions and patient’s visit is completed.

• Updates addresses and various patient information to keep computer database as up to date as possible.

• Collects copays and payments or directing private pay customers to the Financial Service Representative for setting up a payment plan.

• Coordinates patient scheduling, including Radiology and Specialty Clinic appointments

Performs account creation and registration tasks in accordance with established policies to obtain complete and accurate demographic and insurance information.

• Reviews registration follow-up reports for Patient/Guarantor Information and Insurance Information.

• Completes Nursing Home admissions and discharges.

• Scans report for errors and corrects them in the computer.

Provides support in the areas of admissions, patient account services, customer service, and answering incoming telephone calls in the call center.

• Provides information to all customers by phone, pagers or other communication media.

• Answers telephone calls and related questions in a professional manner and directs phone calls to the appropriate department.

• Performs a variety of clerical, scheduling, communication, and support duties as assigned.

• Collaborates with departments throughout the organization to ensure timely, accurate and efficient service

Quality Program Participation

• Actively participates in CRHC’s Quality Program, committees, performance improvement initiatives, and operational support activities.

• Demonstrates a commitment to Quality Improvement (QI) practices.

• Regularly attends Department huddles.

• Completes tasks as outlined on the Department Huddle Board.

Other Responsibilities

• Performs additional duties as assigned to support the strategic initiatives of CRHC.