Customer Service Representative (Hybrid - Cary, NC)

Company Overview:

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 and Responsibilities:

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

Job Summary:

 

In this role, you will serve as the first point of contact for customers, handling incoming calls with professionalism and care. Your day to day responsibilities will include responding to customer inquiries, resolving complaints, and fulfilling requests with precision while adhering to internal policies and procedures.
This role goes beyond answering calls. It focuses on creating a positive experience with every interaction. With a strong understanding of our services, you will be equipped to provide solutions and support that exceed expectations while meeting productivity and quality standards. This position offers the opportunity to further develop communication and problem solving skills in a supportive, fast paced environment. As part of the customer service team, your work will play a key role in maintaining high service standards and supporting our commitment to exceptional customer care.

 

*This position requires availability to work any hours between 8:00 a.m. and 5:00 p.m. EST, Monday through Friday. This position offers an hourly pay range of $17.00 – $17.50 per hour.*

Responsibilities:

• Develop and maintain a comprehensive understanding of internal policies, procedures, and services across departmental and operational areas.
• Efficiently use automated systems to log and retrieve information, ensuring accurate and timely data entry for electronic faxes.
• Handle inquiries from customers or providers through multiple channels including telephone, email, fax, and mail while meeting turnaround time requirements.
• Respond to telephone inquiries and complaints promptly, accurately, and courteously while following standard operating procedures.
• Communicate effectively with hospitals, physicians, beneficiaries, and other program recipients.
• Investigate and resolve customer concerns, escalating complex issues to the appropriate party when necessary.
• Meet or exceed department standards for call volume and service levels.
• Initiate files by collecting and entering demographic, provider, and procedure information into the system.
• Serve as a liaison between Review Supervisors and external providers to support collaboration.
• Maintain detailed logs and document the disposition of incoming and outgoing calls to ensure accurate record keeping.
• 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.

Qualifications:

Required Qualifications

• High school diploma or equivalent.
• Minimum of two years of customer service or telephone experience in a call center or similar environment.
• Strong verbal and listening skills with the ability to provide courteous and professional customer service.
• Effective computer skills including proficiency with email, intranet systems, and standard applications.
• Fluent English communication skills with clear telephone etiquette.

Preferred Qualifications

• Successful completion of medical terminology coursework.
• Completion of medical terminology coursework is beneficial.
• Knowledge of medical terminology or experience in the health insurance industry.
• Bilingual proficiency in Spanish and English.
• Ability to competently use phone systems.
• Strong research and investigative skills.
• Familiarity with medical terminology is an advantage.
• Ability to adhere to confidentiality policies and procedures.
• Comfort navigating and utilizing electronic systems and equipment.
• Ability to multitask on a computer while engaging in phone conversations.
• Ability to work efficiently in a fast paced call center environment.
• Demonstrated ability to remain calm and professional when handling challenging calls.

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 across the country. We are a company that cares about our employees, and we give you the tools and encouragement you need to achieve the finest work of your career.

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 pay range for this position is listed below.

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

Thank You!

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

EEO 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, national origin, disability, status as a protected veteran or any other status protected by applicable Federal, State or Local law.

Pay Range: USD $15.85 - USD $19.81 /Hr.