Revenue Cycle Customer Services Representatives
About The Position
Seeking Continuity of Care Support Representatives to assist patients with questions related to health plan network changes, continuity of care processes, treatment plans, provider access, and insurance-related resources. This role focuses on educating and guiding patients through complex situations while providing outstanding customer support. The position is fully remote and based out of Chesapeake, Virginia. It is a contract role with staggered Monday–Friday shifts within operating hours of 8:00 AM–8:00 PM EST. The pay range is $22.00–$24.00 per hour; individual compensation depends on qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors. Benefits may be available subject to eligibility, job classification, length of employment, and applicable plan terms.
Requirements
- Minimum of one to two years of customer service experience.
- Experience working in an inbound contact center, call center, or queue-based phone environment.
- Strong verbal communication and active-listening skills.
- Ability to explain complicated healthcare or financial information in plain language.
- Strong attention to detail and accurate documentation.
- Ability to work independently in a remote environment.
- Reliable attendance and punctuality.
- Ability to follow scripts and procedures while creating a positive, human patient experience.
- Comfort assisting patients who may be anxious, confused, frustrated, or concerned about losing access to established physicians.
- Ability to protect confidential patient and financial information.
- Comfort working in a project where information, call volume, and procedures may change quickly.
- Ability to receive feedback and adjust to updated FAQs, escalation routes, and workflows.
- Willingness and ability to complete Sentara's required onboarding, screening, employment verification, and education verification before work.
- Previous healthcare customer service, patient access, insurance verification, billing, or call center experience.
- Strong communication and critical-thinking skills.
- Ability to research, document, and manage case follow-up activities.
- Comfort handling sensitive patient concerns.
- Ability to work in a fast-paced, high-volume contact center environment.
Nice To Haves
- Experience with Epic or other healthcare systems is preferred.
Responsibilities
- Respond to inbound patient inquiries regarding continuity of care.
- Assist patients in locating information needed to complete insurance forms.
- Create, track, and resolve patient cases requiring additional research.
- Support questions related to treatment continuity, provider access, and out-of-network costs.
- Document patient interactions and case resolutions.
- Coordinate with internal departments to obtain necessary patient information.
- Follow established FAQs, scripts, and escalation procedures.
- Provide empathetic support to patients navigating healthcare decisions.
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- Critical illness, accident, and hospital coverage
- 401(k) retirement plan with pre-tax and Roth post-tax contributions available
- Voluntary life insurance and AD&D coverage for the employee and dependents
- Short- and long-term disability
- Health Spending Account (HSA)
- Transportation benefits
- Employee Assistance Program
- Time off/leave, including PTO, vacation, or sick leave
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What This Job Offers
Career Level
Mid Level
Education Level
No Education Listed
