Customer Service Representative

At Logan Health, we're more than just a healthcare provider—we're a community. Nestled in the heart of Montana, we are committed to delivering exceptional care to our patients while fostering a supportive and collaborative work environment for our team. As a member of Logan Health, you'll be part of a dynamic team that values compassion, innovation, and excellence. We offer opportunities for growth, comprehensive benefits, and a chance to make a meaningful impact in the lives of those we serve. Come join us and experience the Logan Health difference, where your passion meets purpose in a place, you’ll be proud to call home.

Our Mission: Quality, compassionate care for all.

Our Vision: Reimagine health care through connection, service and innovation.

Our Core Values: Be Kind | Trust and Be Trusted | Work Together | Strive for Excellence.

Join the Patient Accounting Team!

Location: Logan Health Medical Center – Kalispell, Montana
Schedule: Day Shift - 8 Hours | Full-Time – 40 Hours

Are you passionate about delivering exceptional service and making a difference in the healthcare experience? At Logan Health, we are seeking a dedicated and customer-focused Customer Service Representative to join our Patient Accounting team. In this dynamic role, you will be the key point of contact for patients and customers, expertly managing inquiries related to billing, payments, and account information. Your commitment to resolving issues and ensuring timely and accurate claim resolutions will help us maintain the highest standards of professionalism and customer satisfaction, driving our mission forward.

Key Responsibilities:

• Respond to patient inquiries about billing, accounts, and payment options professionally and promptly.
• Help patients understand billing statements, EOBs, and insurance claims.
• Post payments and adjustments accurately, ensuring alignment with statements and insurance rules.
• Work with team members to resolve billing issues and escalate as needed.
• Keep patient records accurate and update account information regularly.
• Log customer interactions clearly in the billing system.
• Act as a liaison between patients, providers, and payers to resolve account issues.
• Complete tasks efficiently, meeting productivity and quality standards.
• Participate in team meetings and training for ongoing improvement.
• Maintain reliable attendance as per schedule.
• Perform additional duties as required.

Basic Qualifications:

• 1+ years of experience in a customer service, front office role.
• Excellent interpersonal and customer service skills
• Proficiency in Microsoft Office Suite, with intermediate knowledge of Microsoft Excel, including data entry, formulas, and basic functions.

Preferred Qualifications:

• Experience in a hospital or medical office setting.
• Ability to clearly convey patient account information.
• Organizational and critical thinking skills; capable of prioritizing tasks and working independently or as part of a team.
• Understanding of HIPAA and confidentiality guidelines.

---

Qualifications:

• Minimum of one (1) year experience in a hospital or medical office setting preferred.
• Proficient with basic accounting and ten-key by touch preferred. Prior experience with business mathematical tasks and correspondence preferred.
• Excellent interpersonal and customer service skills with the ability to manage sensitive and confidential situations with tact, professionalism, and diplomacy.
• Possess and maintain computer skills to include working knowledge of Word, Outlook, Excel, and ability to learn other software as needed. Proficiency in Excel preferred.
• Possess ability to maintain confidentiality and understand HIPAA guidelines and other applicable federal laws.
• Excellent organizational skills, detail-oriented, a self-starter, possess critical thinking skills and be able to set priorities and function as part of a team as well as independently.
• Commitment to working in a team environment and maintaining confidentiality as needed.
• Excellent verbal and written communication skills including the ability to communicate effectively with various audiences.
• Excellent interpersonal skills with the ability to manage sensitive and confidential situations with tact, professionalism, and diplomacy.
• Possess and maintain computer skills to include working knowledge of Microsoft Office Suite and ability to learn other software as needed.

Job Specific Duties:

• Analyzes and interprets account data to facilitate timely claim and payment resolution as applicable to assigned area(s). Collaborates and/or refers unresolved issues and escalates to appropriate party.
• Posts payments and adjustments utilizing the appropriate fee schedule, policy and/or procedures in accordance with patient statements, remittance advices, insurance carriers, electronic downloads, etc. and as applicable to assigned area(s).
• Identifies credits, variances and trends. Performs appropriate action to facilitate resolution in a timely manner.
• Documents all communication, both written and verbal, in an accurate, clear and factual manner.
• Completes account maintenance review to ensure account information is accurate within billing system.
• Acts as a Patient Accounting liaison between patients, clients, providers, payers, vendors and other Logan Health departments as applicable to assigned area(s).
• Interprets explanation of benefits (EOB) message codes, validates payer processing and identifies potential payment discrepancies as applicable to assigned area(s).
• Effectively manages assigned work in accordance with team expectations, department productivity, and quality standards and as applicable to assigned area(s).
• Provides exceptional customer service to stakeholders for questions and concerns.
• Responsible for all Medicare, Medicaid, and Case Management insurance denials processing as applicable to assigned area(s).
• Responsible for all insurance appeals and works with appropriate stakeholders to ensure completion as applicable to assigned area(s).
• Serves as point of contact for quotes, equipment authorization, etc. as applicable to assigned area(s).
• The above essential functions are representative of major duties of positions in this job classification. Specific duties and responsibilities may vary based upon departmental needs. Other duties may be assigned similar to the above consistent with knowledge, skills and abilities required for the job. Not all of the duties may be assigned to a position.

Maintains regular and consistent attendance as scheduled by department leadership.

Shift:

Day Shift - 8 Hours (United States of America)

Location: Logan Health Medical Center – Kalispell, Montana

Shift: Day Shift – 8 Hours | Full–Time – 40 Hours

We are committed to creating a supportive, team-driven environment where your skills can flourish. Our organization operates 24/7, offering flexibility in your schedule while empowering you to be a part of something bigger—improving healthcare outcomes for all.

Schedules are set to accommodate the requirements of the position and the needs of the organization and may be adjusted as needed.

Notice of Pre-Employment Screening Requirements

If you receive a job offer, please note all offers are contingent upon passing a pre-employment screening, which includes:

• Criminal background check
• Reference checks
• Drug Screening
• Health and Immunizations Screening
• Physical Demand Review/Screening

Equal Opportunity Employer

Logan Health is an Equal Opportunity Employer (EOE/AA/M-F/Vet/Disability). We encourage all qualified individuals to apply for employment. We do not discriminate against any applicant or employee based on protected veteran status, race, color, gender, sexual orientation, religion, national origin, age, disability or any other basis protected by applicable law. If you require accommodation to complete the application, testing or interview process, please notify Human Resources.