Customer Service Rep CAC Blue Ridge-Remote

Sentara Healthcare • Harrisonburg, VA

115d • Remote

About The Position

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.

Requirements

• High School Diploma or equivalent.
• 1+ year of customer service experience, preferably in healthcare or contact center environment.
• Experience assisting callers with eligibility/benefits, claims/payment resolution, billing updates, payment plans, and appointment scheduling.
• Proficiency with CRM/EMR or call-tracking systems.
• 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.

Responsibilities

• Handle all aspects of member/patient support via telephone inquiries.
• Manage incoming calls regarding member eligibility, plan prescription benefits, and claim payment issues.
• Assist with patient service needs such as updating billing information and establishing payment plans.
• Resolve payment inquiries and schedule appointments.
• Ensure clear communication and accurate documentation.
• Demonstrate strong problem-solving skills and maintain a service-oriented mindset.

Benefits

• Medical, Dental, Vision plans
• Adoption, Fertility and 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
• 401k/403B 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 complete CEUs and professional development
• Pet Insurance
• Legal Resources Plan
• Annual discretionary bonus opportunity

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Hospitals
• Education Level: High school or GED