Customer Service Representative

310 W. Plaza Drive - Carterville, IL 62918

Position Type

Full Time

Job Shift

Day

High School

Category

Health Care

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
• 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 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.

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.