Customer Service Rep CAC - Blue Ridge/Remote

Sentara Health•Harrisonburg, VA

2d•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 (Required)
1+ year of customer service experience (healthcare or contact center environment preferred)
Experience assisting callers with eligibility/benefits, claims/payment resolution, billing updates, payment plans, and appointment scheduling
Proficiency with CRM/EMR or call-tracking systems; accurate call documentation and follow-through
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

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.