Customer Service Representative 2

Apply now Job no: 497853
Work type: Classified
Location: Boise, ID
Categories: Customer Service, Health, College of Health Sciences, Entry-Level

About Us:

Boise State University, powered by creativity and innovation, stands uniquely positioned in the Northwest as a metropolitan research university of distinction. Learn more about Boise State and the City of Boise at

Boise State University is building an inclusive community of faculty and staff whose unique skills, cultural contributions, work history, and perspectives create a rich and rewarding academic experience for our students. Research demonstrates that people thrive when they feel welcome, respected, and inspired. We seek applicants who are committed to helping us achieve our vision of a diverse and inclusive community. Applications from members of historically marginalized groups, including women, BIPOC (Black, Indigenous, and People of Color), those with disabilities, members of the LGBTQ+ community, those who have served in the military, and members of other underrepresented communities are strongly encouraged.

Job Summary/Basic Function:

To conduct in-depth interviews and use specialized knowledge to provide complicated technical information and services to customers; perform related work.

Department Overview:

Health Services supports the educational mission of Boise State University by providing convenient, accessible and high-quality health care to the campus community. We strive to provide a wide range of comprehensive and integrated services to students, faculty, staff and their dependents on campus.

Level Scope:

Applies skills and job knowledge in area of specialization; may adapt procedures, operations, techniques, tools, materials, and/or equipment to meet needs of area of specialization; may work on non-routine tasks; resolves issues/makes working decisions within area of specialization or responsibility with minimal supervision.

Essential Functions:

90% of the time the Customer Service Representative 2 must:

  • The CSR plays a pivotal role in delivering a positive check in/ check out experience, and addressing the needs and concerns for our internal and external customers.
    • Create a positive, welcome and inviting experience for our patients
    • Adhere to scheduling rules to set appointments with appropriate provider based on symptoms and chief complaints presented by the customer
    • Input accurate registration information into our Electronic Practice Management (EPM) system to allow our clinical teams to provide effective care
    • Send internal communications in our Electronic Medical Record (EMR) system to our clinical and billing teams
    • Ensure the appropriate consent forms are on file to comply with HIPAA regulations and support clinic billing practices
    • Use a multi line phone system to answer calls; which may require transferring the call to another team or department on campus
    • Send or respond to emails in a clear and professional manner while complying with HIPAA regulations
    • Collect, maintain, and use Protected Health Information (PHI) in a HIPAA complaint manner
    • Invoice customer charges, and collect funds for services (co-payments, co-insurance, medications, etc.)
    • Invoice service charges and perform end of day activities for the daily deposit
    • Perform other duties as assigned

10% of the time the Customer Service Representative 2 may:

  • This position may also back up the Technical Records Specialist in the maintenance, approval and denial of medical record requests to ensure all requests are within HIPAA guidelines.
  • Medical Records Maintenance and Documentation duties:
    • Review, approve/deny and process release of information requests for medical records
    • Scan and index paper records into an Electronic Medical Record system
    • Ensure complete documentation of medical records and disposition
    • Act within FERPA/HIPAA requirements
    • Facilitate medical record release to law enforcement in collaboration with the HIPAA Privacy Officer and university legal team as needed
    • Research and review applicable federal and state regulations regarding medical records and patient’s HIPAA privacy rights, adjust processes and train staff as applicable
    • Manage and publish provider schedules to ensure clinic coverage for urgent care services and scheduled appointments
    • Manage staff schedules to include vacation coverage, illness or other unforeseen staffing issues to ensure uninterrupted clinic operations and customer care
Knowledge, Skills, Abilities:
  • Pleasant and positive demeanor with a commitment to exceptional customer service
  • Ability to communicate in a verbal and non-verbal manner that is friendly and welcoming
  • Professional communication skills in all platforms: phone, email, or in-person
  • Possess strong attention to detail and recall to accommodate changes to workflow, processes or technology
  • Strong ability to multitask and manage multiple priorities simultaneously
  • Knowledge of medical terminology, HIPAA privacy and security regulations, and health insurance billing practices
  • Computer technology skills including the ability to competently navigate a billing and health record system, and intermediate keyboard skills of at least 40 WPM
Minimum Qualifications:

Some knowledge of: interviewing methods.

Experience: interpreting, explaining, and applying regulations, laws or complex policies to carry out assignments; accessing data using a computerized system; independently handling complaints and upset individuals in a business setting; conducting sensitive fact-finding interviews.

Preferred Qualifications:

  • Associates degree or higher from an accredited institution OR an equivalent combination of appropriate training and experience
  • One or more years of experience in an integrated, multi-specialty healthcare setting, previous experience with a billing or electronic medical record system in an ever-changing environment is a plus
Salary and Benefits:

$15.96-19.95 per hour. Boise State University is committed to offering a benefits package that provides health and financial protection plans as well as resources to promote health and well-being. Our program provides flexibility so you can choose the benefits that are right for you and your family. Learn more about our benefit options at

Required Application Materials:

Please provide a resume with employment history, a cover letter indicating interest and qualifications and three professional references.



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Applications close: Mountain Daylight Time

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Equal Employment Opportunity
Boise State University is an affirmative action, equal opportunity employer. Boise State University is building a culturally diverse faculty and staff and strongly encourages applications from women, minorities, individuals with disabilities and covered veterans. As a federal contractor, the University will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. View Boise State's complete Pay Transparency Policy Statement. Boise State University is committed to providing access and reasonable accommodations for individuals with disabilities. If you require an accommodation at any step in our recruitment process, you are encouraged to contact (208) 426-1616 or
Jeanne Clery Act
Each year, Boise State University prepares an Annual Security Report and Annual Fire Safety Report as part of the University's commitment to safety and security on campus and in compliance with the Jeanne Clery Disclosure of Campus Security Police and Crime Statistics Act. The report includes statistics for the previous three years concerning reported crimes that occurred on the main Boise State campus, all of Boise State's separate campuses, in certain off-campus buildings or property owned or controlled by Boise State, and on public property within, or immediately adjacent to and accessible from Boise State's campuses. Also included in the report are the University's institutional policies and procedures concerning campus security, including those related to sexual assault, campus alerts, drug and alcohol use, and others. You can obtain a copy of the report by accessing the following website or you can request a copy of the report by contacting the University's Department of Public Safety at 2245 University Drive, Boise, Idaho 83706; by calling 208-426-6911; or by sending an email to
Annual Security and Fire Safety Report