Customer Service Representative I

Sentara Health•Harrisonburg, VA

3d•Hybrid

About The Position

We are seeking a caring and dependable Customer Service Representative to support our members and patients with empathy, professionalism, and a strong commitment to service excellence. This role is ideal for someone who is a flexible team player, enjoys helping others, and thrives in a fast-paced environment. Healthcare experience is preferred and compassion is essential — your ability to truly understand member needs will make a meaningful difference every day. In this role, you will handle incoming phone calls and provide support related to member eligibility, prescription benefits, claim payment questions, patient billing inquiries, payment plans, scheduling, and general service needs. You will research and resolve inquiries while delivering an exceptional service experience through clear communication, accuracy, and education.

Requirements

2 years Customer service experience required
Previous customer service or call center experience required
Strong verbal communication and active listening skills
Empathetic, patient, and service-oriented mindset
Ability to multitask and problem-solve in a fast-paced environment
Comfortable working both independently and as part of a team
Basic computer and data entry skills

Nice To Haves

Healthcare or health-insurance experience preferred
Previous customer service or call center experience strongly desired

Responsibilities

Respond to incoming member and patient calls in a timely, professional, and compassionate manner
Research and resolve inquiries regarding eligibility, benefits, claims, and billing
Assist patients with updating billing information and establishing payment plans
Document interactions accurately and follow required processes and procedures
Collaborate with team members to ensure seamless service delivery
Maintain confidentiality and adhere to compliance and privacy standards
Consistently provide quality service and customer satisfaction

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
Colleagues have the opportunity to earn an annual discretionary bonus if established system and employee eligibility criteria is met.