Customer Service Representative

Acentra Health, LLC•Nashville, TN

13d•Onsite

About The Position

Acentra Health exists to empower better health outcomes through technology, services, and clinical expertise. Our mission is to innovate health solutions that deliver maximum value and impact. Lead the Way is our rallying cry at Acentra Health. Think of it as an open invitation to embrace the mission of the company; to actively engage in problem-solving; and to take ownership of your work every day. Acentra Health offers you unparalleled opportunities. In fact, you have all you need to take charge of your career and accelerate better outcomes – making this a great time to join our team of passionate individuals dedicated to being a vital partner for health solutions in the public sector. Job Summary: The purpose of this position is to answer incoming telephone calls, and resolve customer questions, complaints, and requests while adhering to internal policies and procedures. Regular and reliable attendance is required, including the ability to work scheduled hours and meet job responsibilities in a timely manner. This position primarily involves working at a desk and using a computer for extended periods of time.

Requirements

Requires a High School diploma or equivalent.
Requires a minimum of two years of customer service experience.

Nice To Haves

Medical terminology course(s) preferred.
Knowledge of medical terminology.
Knowledge of the health insurance industry.
Effective verbal and listening skills.
Bilingual Spanish-English a plus.

Responsibilities

Develop and maintain working knowledge of internal policies, procedures, and services.
Utilize automated systems to log and retrieve information; perform accurate and timely data entry.
Receive inquiries by telephone, email, fax, or mail and communicate responses within required turnaround times.
Respond to telephone inquiries in a prompt, accurate, and courteous manner.
Interact with external partners such as hospitals, physicians, beneficiaries, or other program recipients.
Perform verification of healthcare services to facilitate payment for received services.
Serve as liaison between the internal and external partners.
Investigate and resolve or report provider problems.
Meet or exceed standards for call volume and service level per department guidelines.
Initiate cases by collecting and entering demographic, provider, and procedure information into the system.
Complete daily, monthly, and quarterly reports necessary for clinical team operations.
Read, understand, and adhere to all corporate policies including policies related to HIPAA and its Privacy and Security Rules