Customer Service Representative (Hybrid | Charleston, WV)

Acentra Health, LLC•Charleston, WV

7d•Hybrid

About The Position

Acentra Health is looking for a Customer Service Representative to join our growing team. This position's purpose is to answer incoming telephone calls/data entry-processing mail and resolve customer questions, complaints and requests while adhering to internal policies and procedures and utilizing working knowledge of the organization's services to meet productivity and quality standards. This is a hybrid position that will require you to work on site 1 day a week at the office in Charleston, WV. The role provides program support to all WV programs, prepares and mails notice of decision and other program letters, and assists callers with Atrezzo and Care Connection, general program and other questions/concerns. The representative will develop and maintain working knowledge of internal policies, procedures, and services, utilize automated systems to log and retrieve information, and perform accurate and timely data entry of electronic faxes. Inquiries will be received by telephone, email, fax, or mail, and responses communicated within required turnaround times. The role requires responding to telephone inquiries in a prompt, accurate, and courteous manner following standard operating procedures, and interacting with external partners such as hospitals, physicians, beneficiaries, or other program recipients. The representative will serve as a liaison between internal and external partners, meet or exceed standards for call volume and service level per department guidelines, and initiate cases by collecting and entering demographic, provider, and procedure information into the system. A critical aspect of this role is to read, understand, and adhere to all corporate policies including policies related to HIPAA and its Privacy and Security Rules. Other duties as assigned.

Requirements

High school diploma or GED
2+ years in an administrative support or customer service position
Excellent customer service and communication skills
Ability to multi-task and prioritize
Experience handling customer inquiries through phone, email, fax, or mail

Nice To Haves

Associates or Bachelor’s Degree
Experience working with healthcare programs, hospitals, physicians, beneficiaries, or other external partners
Knowledge of WV Medicaid’s program policies and procedures

Responsibilities

Answer incoming telephone calls/data entry-processing mail and resolve customer questions, complaints and requests
Adhere to internal policies and procedures and utilize working knowledge of the organization's services to meet productivity and quality standards
Provide program support to all WV programs
Prepare and mail notice of decision and other program letters
Assist callers with Atrezzo and Care Connection, general program and other questions/concerns
Develop and maintain working knowledge of internal policies, procedures, and services (both departmental and operational)
Utilize automated systems to log and retrieve information
Perform accurate and timely data entry of electronic faxes
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 following standard operating procedures
Interact with external partners such as hospitals, physicians, beneficiaries, or other program recipients
Serve as liaison between the internal and external partners
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
Read, understand, and adhere to all corporate policies including policies related to HIPAA and its Privacy and Security Rules
Other duties as assigned