What are the responsibilities and job description for the Customer Service Representative position at Integrated Health of Southern Illinois?
Position: Customer Service Representative
Location: Integrated Health of Southern Illinois
Work Schedule: Hours will fall within the range of 7:30 a.m. to 5:00 p.m. Employees will work an 8-hour shift within this window, with schedules varying based on operational needs.
Position Summary
The Customer Service Representative plays a critical role in shaping each patient’s experience with Integrated Health of Southern Illinois, a growing, multi-disciplinary healthcare organization committed to high standards, strong teamwork, and exceptional patient experience. This position requires empathy, accountability, adaptability, and a commitment to excellence, with an expectation that team members take ownership of their work. Successful candidates are coachable, solution-oriented, and committed to improving patient experience and team performance.
Duties and Responsibilities
- Serves as a welcoming and respectful first point of contact for patients over the phone
- Listens carefully to patient needs and responds with clarity, compassion, and accuracy
- Manages voicemail messages and ensures timely follow-up and resolution
- Accurately gathers and updates patient demographic information in accordance with EMR and regulatory standards
- Schedules appointments with attention to access, patient needs, and clinic efficiency
- Collects balances owed and explains billing information clearly and professionally
- Addresses routine patient concerns and seeks solutions before escalating issues
- Maintains organized workflows and a professional workspace
- Demonstrates ownership by completing tasks thoroughly and following through consistently
- Contributes to team goals and continuous improvement efforts
- Completes additional duties as assigned by Manager
Benefits
- Paid Time Off (PTO)
- Employees typically earn 5 paid vacation days during the first year, an additional 5 in the second year, and another 5 starting in the fifth year (maximum 15 days).
- Vacation time accrues monthly after 90 days of employment.
- Additional unpaid time off is often approved when requests are reasonable and don’t affect operations.
- Holidays
- Integrated Health observes the following paid holidays: New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, Day after Thanksgiving, Christmas Eve, Christmas Day, and the Day after Christmas.
- Full-time team members receive holiday pay when scheduled on those days.
- Sick Time
- Sick time accrues at 2 hours per month (approximately 3 days per year).
- Retirement
- • 401(k) plan
- Health & Wellness Benefits
- Health Insurance: Offered through our group medical plan.
- Specialty Care Access: Free chiropractic, family medicine, and non-counseling psychological services for team members and immediate family.
- Voluntary Insurance Options: Dental, vision, cancer, and life insurance available through Colonial, Liberty, and AFLAC (employee-paid via pre-tax payroll deductions).
- Wellness Café Plan: This plan provides pharmacy savings, wellness tools, and telehealth access at no cost, while helping lower taxable income and potentially increasing take-home pay. Not associated with group health insurance plan.
Qualifications:
Education & Experience
- High school diploma or equivalent
- Minimum of 1 year experience in medical scheduling, customer service, or call-based support required
- Prior experience in healthcare, medical scheduling, or insurance environments is a plus
- Excellent computer skills, including 10-key, with accurate typing speed of 45 WPM
- Ability to navigate multiple software systems while maintaining attention to detail
- Demonstrated confidence in helping patients move from inquiry to scheduled care may lead to growth and advancement opportunities.