CSR Manager at Heritage Health - Idaho – Coeur d'Alene, Idaho

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