Kodiak Chamber of Commerce | GrowthZone Template
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Customer Service Representative

Posted: 06/22/2021

Job Details
Job Location: Kodiak Community Health Center - Kodiak, AK
Position Type: Full-Time/Part-Time
Salary Range: $15.00 Hourly
Travel Percentage: None
Job Shift: Day
Job Category: Customer Service
Job Description
Position Summary:
The Customer Service Representative is a vital member of the KCHC team, responsible for facilitation of all patient scheduling functions, patient flow, check-out, registration, and telephone receptionist functions.
Essential Job Functions:
Acts as a member of the KCHC Healthcare Team in the provision of health services to individuals, families, and/or their communities. Works collaboratively with patients and their caregivers—to the extent preferred by each patient—as well as with other members of the KCHC Healthcare Team to accomplish shared goals within and across settings to achieve coordinated, high-quality care.


  1. Serve as the initial point of contact for Kodiak Community Health Center patients, completes check-in, patient registration and check-out processes.
  2. Maintain the confidentiality of patient interactions and health information at all times, and consistently follows established standards, policies and procedures.
  3. Answer phones in a prompt, courteous and professional manner, taking messages and directing calls as appropriate.
  4. Review appointment schedules in Epic to ensure accuracy.
  5. Refer all inquiries for clinical assistance to the appropriate clinical staff.
  6. Register patients and ensures patient information is current and accurate at each visit.
  7. Accurately schedules patients for appointments based on available office hours and provider work schedules.
  8. Complete tasks from Billing Services as needed.
  9. Collect copays, sliding scale payments, and all self-pay balances on patient accounts.
  10. Responsible for reconciling the cash drawer each day. Communicates with the Finance Specialist any needs they may have.
  11. Complete data entry and forms for Breast & Cervical Health Check (BCHC), Workers’ Comp and Fisherman’s Fund, as assigned.
  12. Review patient accounts daily; verifies patient insurance prior to appointment.
  13. Offers Sliding Fee Discount Program Application to all patients and accepts completed applications.
  14. Follows written standard operating procedures (SOP) for Customer Service Representative.
  15. Performs other related duties, as assigned, that support the overall mission and vision of Kodiak Community Health Center.
  16. Available to work a rotating schedule and Saturday shifts.
Mission Statement: We exist to provide compassionate and comprehensive primary care to the entire Kodiak Community.
Vision Statement: Working together to achieve ultimate health and well-being.
Employee Core Values:
Personal Accountability
You can expect that I will:
  • Strive to do my best and ensure that my behaviors positively impact team success
  • Take responsibility for my own actions
  • Operate triangulation free, as differences arise I will talk to the person in the situation before involving others
Respect and Compassion
You can expect that I will:
  • Honor and respect all cultures
  • Not make assumptions or jump to conclusions. I will first ask “What don’t I know”
  • Listen in order to learn before reacting
  • Always give my peers the “benefit of doubt”
Collaboration and Communication
You can expect that I will:
  • Use appropriate words, tone and body language at all times
  • Actively go out of my way to help my teammates, I will set them up for success
  • Deliver and receive feedback constructively, understanding it is intended as an opportunity for improvement
  • Demonstrate kindness at all times
I will go above and beyond for my team!
Patient Service Standards:
Personal Accountability
You can expect that I will:
  • Empathize and seek solutions, never blame
  • Ensure patient concerns are addressed in a timely manner
  • Make patient safety my priority
Respect and Compassion
You can expect that I will:
  • Demonstrate kindness at all times
  • Honor & respect all cultures
  • Treat patients as people not illnesses
  • Acknowledge and greet every patient appropriately
Collaboration and Communication
You can expect that I will:
  • Use appropriate words, tone and body language at all times
  • Listen to patient concerns and seek to understand their experience
  • Thank patients for informing us of their concerns and for the opportunity to improve
I will go above and beyond to provide you care!
Job Qualifications
Education:  High school diploma/GED required. Business and/or medical background preferred. 
Experience: One to three years previous business office, health insurance or medical office experience preferred.  Must possess excellent customer service skills and demonstrate caring and compassionate behaviors.
Licensure/Certification:  None
Other Qualifications:
Communication: Ability to effectively communicate, verbally and in writing, with all levels of staff personnel.
  • Team-oriented and able to work collaboratively with staff.
  • Strong problem-solving and time-management skills.
  • Ability to work independently in a fast-paced, medical office environment with frequent interruptions, public contact, and occasional crisis situations.
  • Ability to maintain strict confidentiality with sensitive medical information and foster an ethical work environment.
  • Ability and willingness to carry out responsibilities in accordance with the organization's policies and applicable laws.
Cultural Competence: Demonstrates complete understanding and responds effectively with sensitivity to special populations served by KCHC. Special populations include, but are not limited to, those defined by race, ethnicity, language, age, sex, sexual orientation, economic standing, disability status, migrant, homeless, seasonal workers, and the uninsured.
Attendance:  Regular attendance and punctuality is expected and required.
English Language:  Must be able to read, write, and speak English.