Job Details

Customer Service Representative - (CAC) Blue Ridge (VA)

This is a full time remote position. Candidates must be within commuting distance of Sentara RMH or Senara MJH to report on site as needed for connectivity/equipment support.

The Customer Service Representative (CAC) handles all aspects of member/patient support, focusing on timely research and resolution of telephone inquiries. This role manages incoming calls to address questions about member eligibility, plan prescription benefits, and claim payment issues, as well as patient service needs such as updating billing information, establishing payment plans, resolving payment inquiries, and scheduling. Success in this role requires clear communication, accurate documentation, strong problem-solving, and a service-oriented mindset to ensure an excellent experience on every call.

Education

High school diploma or equivalent (Required)

Certification/Licensure

No specific certification or licensure requirements

Experience

1+ year of customer service experience (healthcare or contact center environment preferred)

Experience assisting callers with eligibility/benefits, claims/payment resolution, billing updates, payment plans, and appointment scheduling

Proficiency with CRM/EMR or call-tracking systems; accurate call documentation and follow-through

Strong communication, de-escalation, and problem-solving skills; ability to manage a high call volume and meet performance KPIs

Commitment to accuracy, confidentiality, and HIPAA/privacy compliance

Sentara Health is an equal opportunity employer and prides itself on the diversity and inclusiveness of its close to an almost 30,000-member workforce. Diversity, inclusion, and belonging is a guiding principle of the organization to ensure its workforce reflects the communities it serves.

In support of our mission "to improve health every day," this is a tobacco-free environment.