Sentara Health
Customer Service Rep CAC - Blue Ridge/Remote
Sentara Health, Harrisonburg, Virginia, United States, 22802
Customer Service Rep CAC - Blue Ridge/Remote
Location:
Harrisonburg, VA
Work Shift:
First (Days)
Job Type:
Full‑time Remote (must be within commuting distance of Sentara RMH or Sentara MJH to report on site as needed)
Overview This is a full‑time remote position where the Customer Service Representative (CAC) handles all aspects of member/patient support. The role focuses on timely research and resolution of telephone inquiries related to member eligibility, plan prescription benefits, claim payment issues, billing updates, payment plans, and appointment scheduling. Success requires clear communication, accurate documentation, strong problem‑solving, and a service‑oriented mindset to ensure an excellent experience on every call.
Responsibilities
Manage incoming calls and address questions about member eligibility and benefits
Resolve claim payment and billing inquiries, update billing information, and establish payment plans
Solve patient service needs, including appointment scheduling and payment inquiries
Document interactions accurately in CRM/EMR or call‑tracking systems
Maintain service‑level metrics and meet performance KPIs while managing a high call volume
Ensure confidentiality and HIPAA privacy compliance
Education and Experience
High school diploma or equivalent (required)
1+ year of customer service experience, preferably in healthcare or a contact‑center environment
Experience in eligibility/benefits and claims/payment resolution, billing updates, and appointment scheduling
Proficiency with CRM/EMR or call‑tracking systems
Strong communication, de‑escalation, and problem‑solving skills
Commitment to accuracy, confidentiality, and HIPAA/privacy compliance
Benefits
Medical, Dental, Vision plans
Adoption, Fertility & Surrogacy reimbursement up to $10,000
Paid Time Off and Sick Leave
Paid Parental & Family Caregiver Leave
Emergency Backup Care
Long‑Term, Short‑Term Disability, and Critical Illness plans
Life Insurance
401(k)/403(b) with employer match
Tuition Assistance – $5,250/year and discounted educational opportunities through Guild Education
Student Debt Pay Down – $10,000
Reimbursement for certifications and free access to CEUs and professional development
Pet Insurance
Legal Resources Plan
A discretionary annual bonus if system and employee eligibility criteria are met
Sentara Health is an equal‑opportunity employer
and prides itself on diversity and inclusiveness. In support of our mission “to improve health every day,” this is a tobacco‑free environment.
For remote positions, Sentara Health employs associates in the following states: Alabama, Delaware, Florida, Georgia, Idaho, Indiana, Kansas, Louisiana, Maine, Maryland, Minnesota, Nebraska, Nevada, New Hampshire, North Carolina, North Dakota, Ohio, Oklahoma, Pennsylvania, South Carolina, South Dakota, Tennessee, Texas, Utah, Virginia, Washington, West Virginia, Wisconsin, and Wyoming.
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Harrisonburg, VA
Work Shift:
First (Days)
Job Type:
Full‑time Remote (must be within commuting distance of Sentara RMH or Sentara MJH to report on site as needed)
Overview This is a full‑time remote position where the Customer Service Representative (CAC) handles all aspects of member/patient support. The role focuses on timely research and resolution of telephone inquiries related to member eligibility, plan prescription benefits, claim payment issues, billing updates, payment plans, and appointment scheduling. Success requires clear communication, accurate documentation, strong problem‑solving, and a service‑oriented mindset to ensure an excellent experience on every call.
Responsibilities
Manage incoming calls and address questions about member eligibility and benefits
Resolve claim payment and billing inquiries, update billing information, and establish payment plans
Solve patient service needs, including appointment scheduling and payment inquiries
Document interactions accurately in CRM/EMR or call‑tracking systems
Maintain service‑level metrics and meet performance KPIs while managing a high call volume
Ensure confidentiality and HIPAA privacy compliance
Education and Experience
High school diploma or equivalent (required)
1+ year of customer service experience, preferably in healthcare or a contact‑center environment
Experience in eligibility/benefits and claims/payment resolution, billing updates, and appointment scheduling
Proficiency with CRM/EMR or call‑tracking systems
Strong communication, de‑escalation, and problem‑solving skills
Commitment to accuracy, confidentiality, and HIPAA/privacy compliance
Benefits
Medical, Dental, Vision plans
Adoption, Fertility & Surrogacy reimbursement up to $10,000
Paid Time Off and Sick Leave
Paid Parental & Family Caregiver Leave
Emergency Backup Care
Long‑Term, Short‑Term Disability, and Critical Illness plans
Life Insurance
401(k)/403(b) with employer match
Tuition Assistance – $5,250/year and discounted educational opportunities through Guild Education
Student Debt Pay Down – $10,000
Reimbursement for certifications and free access to CEUs and professional development
Pet Insurance
Legal Resources Plan
A discretionary annual bonus if system and employee eligibility criteria are met
Sentara Health is an equal‑opportunity employer
and prides itself on diversity and inclusiveness. In support of our mission “to improve health every day,” this is a tobacco‑free environment.
For remote positions, Sentara Health employs associates in the following states: Alabama, Delaware, Florida, Georgia, Idaho, Indiana, Kansas, Louisiana, Maine, Maryland, Minnesota, Nebraska, Nevada, New Hampshire, North Carolina, North Dakota, Ohio, Oklahoma, Pennsylvania, South Carolina, South Dakota, Tennessee, Texas, Utah, Virginia, Washington, West Virginia, Wisconsin, and Wyoming.
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