Customer Service Representative - (Remote in Mountain or Central Time Zone States Only)

Acentra Health exists to empower better health outcomes through technology, services, and clinical expertise. Our mission is to innovate health solutions that deliver maximum value and impact.

Lead the Way is our rallying cry at Acentra Health. Think of it as an open invitation to embrace the mission of the company; to actively engage in problem-solving; and to take ownership of your work every day. Acentra Health offers you unparalleled opportunities. In fact, you have all you need to take charge of your career and accelerate better outcomes - making this a great time to join our team of passionate individuals dedicated to being a vital partner for health solutions in the public sector.

Acentra Health is looking for a Customer Service Representative to join our growing team.

Job Summary
We are seeking a dedicated and personable a Remote Customer Service Representative to join our outstanding team. You will play an essential role in creating a positive customer experience and representing our organization with professionalism and care. In this role, you will be responsible for answering incoming calls, addressing customer questions, resolving concerns, and fulfilling service requests while adhering to internal policies and procedures.

Job Responsibilities:

• Develops and maintains working knowledge of internal policies, procedures, and services (both departmental and operational)
• Utilizes automated systems to log and retrieve information. Performs accurate and timely data entry of electronic faxes
• Receives inquiries from customers or providers by telephone, email, fax, or mail and communicates response within required turnaround times
• Responds to telephone inquiries and complaints in a prompt, accurate, and courteous manner following standard operating procedures
• Interacts with hospitals, physicians, beneficiaries, or other program recipients
• Investigates and resolves or reports customer problems. Identifies and escalates difficult situations to the appropriate party
• Meets or exceeds standards for call volume and service level per department guidelines
• Initiates files by collecting and entering demographic, provider, and procedure information into the system
• Serves as liaison between the Review Supervisors and external providers
• Maintains logs and documents disposition of incoming and outgoing calls
• Read, understand, and adhere to all corporate policies including policies related to HIPAA and its Privacy and Security Rules
• The list of accountabilities is not intended to be all-inclusive and may be expanded to include other education- and experience-related duties that management may deem necessary from time to time

• High school diploma or equivalent required.

• Strong ability to effectively communicate with team members and external customers.

• Ability to research and resolve issues related to Medicaid programs and service eligibility.

• Proficiency with personal computers, including Microsoft Office Suite (Word, Excel, Outlook).

• 2+ years of customer service and/or telephone experience in a call center or similar environment.

• Previous experience in a medical office or other healthcare setting preferred.

• General knowledge of eligibility verification, including Medicaid eligibility and program requirements for relevant programs is a plus

• Familiarity with CPT and HCPCS coding is a plus.

• Knowledge of medical terminology is preferred.

• Understanding of the health insurance industry and related processes preferred.

Why us

We are a team of experienced and caring leaders, clinicians, pioneering technologists, and industry professionals who come together to redefine expectations for the healthcare industry. State and federal healthcare agencies, providers, and employers turn to us as their vital partner to ensure better healthcare and improve health outcomes.

We do this through our people

You will have meaningful work that genuinely improves people's lives nationwide. Our company cares about our employees, giving you the tools and encouragement, you need to achieve the finest work of your career.

We know your time is valuable and we thank you for applying for this position. Due to the high volume of applicants, only those who are chosen to advance in our interview process will be contacted. We sincerely appreciate your interest in Acentra Health and invite you to apply to future openings that may be of interest. Best of luck in your search!

~ The Acentra Health Talent Acquisition Team

Visit us at https://careers.acentra.com/jobs

EOE AA M/F/Vet/Disability

Acentra Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran or any other status protected by applicable Federal, State or Local law.

Benefits

Benefits are a key component of your rewards package. Our benefits are designed to provide you with additional protection, security, and support for both your career and your life away from work. Our benefits include comprehensive health plans, paid time off, retirement savings, corporate wellness, educational assistance, corporate discounts, and more.

Compensation

The compensation for this role is $17.75, with $18.75 offered to candidates who are bilingual/fluent in Spanish.

Based on our compensation program, an applicant's position placement in the pay range will depend on various considerations, such as years of applicable experience and skill level.

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