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Centralized Service Representative (Full Time)*Eligible for Sign-On and Retention Bonus $1,500*

Company: StCharles
Location: Bend
Posted on: July 23, 2021

Job Description:

Typical pay range: $16.18 - $23.10

This position is eligible for a combined sign on and retention bonus in the amount of $1,500. To qualify for the bonus, candidates must start prior to 10/30/2021 AND must not have been employed by St. Charles Health System in the last 6 months.

*Bonuses are available to external applicants only and are subject to all applicable tax withholdings.

ST. CHARLES HEALTH SYSTEM                                                                    



TITLE:                                         Centralized Service Representative

REPORTS TO POSITION:         St. Charles Medical Group Ambulatory Call Center Supervisor

DEPARTMENT:                          St. Charles Medical Group

DATE LAST REVIEWED:           September 18, 2020

OUR VISION:                            Creating America’s healthiest community, together

OUR MISSION:                         In the spirit of love and compassion, better health, better care, better value

OUR VALUES:                          Accountability, Caring and Teamwork


St. Charles Medical Group encompasses practices in three Central Oregon counties and numerous specialties including family care, internal medicine, obstetrics and gynecology, pediatrics, immediate/urgent care, cardiology, pulmonology, rheumatology, general surgery, cancer care, and sleep medicine.  We encourage collaboration between clinical and non-clinical staff to assure we are providing our community with comprehensive and compassionate health care.


The Centralized Service Representative acts as liason between patients and clinic professional staff by facilitating scheduling, clerical and reception activities and assisting in administrative tasks from within a centralized call center department.

This position does not directly manage any other caregivers.


Responsible for accurately recording patient demographics, insurance and billing information for each patient.

Responsible for processing and routing telephone calls accurately in accordance with established protocols. 

Performs real time eligibility for insurance benefits.

Maintains all department specific files, programs and recall systems.

Responsible for accurately scheduling patient appointments. 

Reconciles daily schedules with appointment reports.

May be responsible for collecting payments on outstanding balances whenever possible.

Actively participates in achieving organizational and department goals.

Ability to work as part of a Care Team with providers and clinical staff.

Schedules procedures via the Electronic Medical Records system following established protocols that promote physician satisfaction and scheduling efficiencies.

Supports the vision, mission and values of the organization in all respects.

Supports Value Improvement Practice (VIP- Lean) principles of continuous improvement with energy and enthusiasm, functioning as a champion of change.

Provides and maintains a safe environment for caregivers, patients and guests.

Conducts all activities with the highest standards of professionalism and confidentiality. Complies with all applicable laws, regulations, policies and procedures, supporting the organization’s corporate integrity efforts by acting in an ethical and appropriate manner, reporting known or suspected violation of applicable rules, and cooperating fully with all organizational investigations and proceedings.

Delivers customer service and/or patient care in a manner that promotes goodwill, is timely, efficient and accurate. 

May perform additional duties of similar complexity within the organization, as required or assigned.


Required: High school diploma or GED.            

Preferred: N/A 


Required: N/A 

Preferred: N/A 


Required: Minimum one (1) year of paid customer service work experience.        

Preferred: One (1) year of clerical support in a healthcare setting or one (1) year call center experience.                     


Must be able to wear appropriate Personal Protective Equipment (PPE) required to perform the job safely.


Must have excellent communication skills and ability to interact with a diverse population and professionally represent St. Charles Health System. 

Ability to effectively interact and communicate with all levels within St. Charles Health System and external customers/clients/potential employees.

Strong teamwork and collaborative skills.

Ability to multi-task and work independently. 

Attention to detail.

Excellent organizational skills, written and oral communication and customer service skills, particularly in dealing with stressful personal interactions.

Performs basic math (add, subtract, multiply and divide) calculations.

Performs intermediate to advanced math (analysis, statistics, significant data or number manipulation).

Basic to intermediate ability and experience in computer applications, specifically electronic medical records system and MS Office.


Continually (75% or more): Use of clear and audible speaking voice and the ability to hear normal speech level.

Frequently (50%): Sitting, standing, walking, lifting 1-10 pounds, keyboard operation.

Occasionally (25%): Bending, climbing stairs, reaching overhead, carrying/pushing or pulling 1-10 pounds, grasping/squeezing.

Rarely (10%):  Stooping/kneeling/crouching, lifting, carrying, pushing or pulling 11-15 pounds, operation of a motor vehicle.

Never (0%):  Climbing ladder/step-stool, lifting/carrying/pushing or pulling 25-50 pounds, ability to hear whispered speech level.

Exposure to Elemental Factors

Never (0%):  Heat, cold, wet/slippery area, noise, dust, vibration, chemical solution, uneven surface.

Blood-Borne Pathogen (BBP) Exposure Category

No Risk for Exposure to BBP

Schedule Weekly Hours:


Caregiver Type:



First Shift (United States of America)

Is Exempt Position?


Job Family:


Scheduled Days of the Week:


Shift Start & End Time:

7:55 AM to 5:00 PM

Keywords: StCharles, Bend , Centralized Service Representative (Full Time)*Eligible for Sign-On and Retention Bonus $1,500*, Other , Bend, Oregon

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