Customer Service Representative - (Remote within Pacific and Mountain 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.

Job Summary
We are looking for a dedicated remote Customer Service Representative to join our dynamic 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

• Responds to telephone inquiries and complaints in a prompt, accurate, and courteous manner following standard operating procedures
• Receives inquiries from customers or providers by telephone, email, fax, or mail and communicates response within required turnaround times.
• Interacts with hospitals, physicians, beneficiaries, or other program recipients

• Utilizes automated systems to log and retrieve information, maintain records, and document the disposition of incoming and outgoing calls.

• Performs accurate and timely data entry of electronic faxes and initiates files by collecting and entering demographic, provider, and procedure information into the system.

• Investigates and resolves customer issues or escalates complex concerns to the appropriate party for further review.

• Initiates files by collecting and entering demographic, provider, and procedure information into the system.

• Serves as a liaison between Review Supervisors and external providers.

• Maintains a working knowledge of internal policies, procedures, and services across departmental and operational areas.

• Meets departmental standards for call volume and service levels.

• Read, understand, and adhere to all corporate policies including policies related to HIPAA and its Privacy and Security Rules.

• High school diploma or equivalent required.

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

• Excellent interpersonal, verbal, and written communication skills, with the ability to communicate clearly and effectively with individuals and groups across spoken, written, and electronic formats.

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

• Proficiency in Microsoft Office Suite, including Excel, Word, PowerPoint, Outlook, and Teams, as well as experience using other web-based tools and platforms.

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

• Working knowledge of eligibility verification processes, including Medicaid eligibility and applicable program requirements, is a plus.

• Experience working in a medical office or other healthcare setting is preferred.

• Familiarity with CPT and HCPCS coding is preferred.

• Knowledge of medical terminology is preferred.

• Familiarity with the health insurance industry and related processes is 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 hourly pay for this role is $17.75 per hour.

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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