CSR Manager at Heritage Health - Idaho

Coeur d'Alene, Idaho, United States -

Full Time

Start Date

Immediate

Expiry Date

12 Jun, 26

Salary

100482.78

Posted On

14 Mar, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

People Leadership, Coaching, Team Development, Customer Service, Scheduling, Registration, Patient Access Workflows, Operational Excellence, Process Improvement, Data Analysis, HIPAA Compliance, Cross-Functional Team Leadership, Staffing Management, PDSA Cycles, Empathy, Accountability

Industry

Hospitals and Health Care

Description

Description The Customer Service Representative (CSR) Manager provides leadership for front office operations supporting medical, dental, and behavioral health services. This role ensures timely patient access, smooth front-door flow, and accurate scheduling and registration processes that protect provider time and support a high-quality patient experience. The CSR Manager is a people-first leader who develops front office teams while driving operational consistency and continuous improvement. Requirements The Minimum Qualifications Bachelor’s degree in healthcare administration, business, or a related field or equivalent combination of education and experience 5 years of experience in healthcare front office, patient access, or customer service operations 3 years of progressive leadership experience managing supervisors and/or multi-site teams Demonstrated knowledge of scheduling, registration, and front-door access workflows across healthcare settings Experience using operational and access data (e.g., wait times, no-shows, staffing models) to drive performance improvement Working knowledge of HIPAA, regulatory requirements, and healthcare compliance standards Proven ability to lead cross-functional teams and support operations across multiple service lines (medical, dental, behavioral health) Your Essential Duties: People Leadership & Culture Lead, coach, and develop front office supervisors and staff with an emphasis on professionalism and empathy. Set clear behavioral and performance expectations aligned with Heritage Health values. Build pride, engagement, and accountability within front office teams. Maintains focus on customer service. Creates an inviting experience for patients. Access, Flow & Provider Support Own front-door access workflows including scheduling, check-in, and patient readiness. Reduce avoidable provider disruptions caused by scheduling errors, registration defects, or late arrivals. Partner with clinic leadership to align staffing and scripts with daily demand patterns. Operational Excellence & Process Improvement Develop and maintain standard work for front office operations across service lines. Use access, wait-time, and no-show data to drive improvement initiatives. Lead PDSA cycles to improve registration accuracy, arrival flow, and patient communication. Manages an organization wide staffing plan for CSR’s Cross-Service-Line Integration Ensure front office operations support medical, dental, and behavioral health consistently. Promote cross-training to improve flexibility and coverage. Strengthen collaboration between front office, back office, and clinical teams. Compliance, Quality & Safety Ensure compliance with HIPAA, organizational policies, and safety standards. Reinforce Heritage Health’s culture of safety and confidentiality. Support audits, quality initiatives, and regulatory readiness. Regular and predictable attendance is an essential function of this position. Performs miscellaneous job-related duties as assigned. Your Essential Leadership Duties Fosters a person-centered environment and culture to meet the organization’s mission, vision, and values. Accountable for fostering an environment and culture that focuses on fulfilling the organization’s mission, vision, and values through collaboration. Leads and mentors direct reports so that they have the tools and resources needed to partner efficiently with each other, employees and community partners. Practices effective communication with active listening, adaptability, empathy, and transparency. Leads by an example of self-awareness and curiosity by proactively seeking feedback and modifying behavior accordingly. Ensures every member of the team works to their fullest potential by driving engagement, accountability, setting goals, and providing direction. Fosters a trust-based work environment as a leader by modeling dignity, respect, fairness, and confidentiality. Your Success Factors Knowledge of healthcare front office operations, including scheduling, registration, and patient access workflows across service lines Knowledge of HIPAA, regulatory compliance, and patient confidentiality standards Skill in leading, coaching, and developing supervisors and frontline customer service teams Skill in using operational and access data (e.g., wait times, no-shows, staffing plans) to drive performance improvement Skill in process standardization, continuous improvement, and leading PDSA cycles Ability to align front office operations with provider needs to reduce disruptions and improve patient flow Ability to lead cross-functional collaboration and maintain a consistent, patient-centered experience organization-wide

Responsibilities

The CSR Manager provides leadership for front office operations supporting medical, dental, and behavioral health services, ensuring timely patient access, smooth flow, and accurate processes. This role involves leading, coaching, and developing front office teams while driving operational consistency, process improvement, and cross-service-line integration.