Client Support Specialist

2 weeks ago

Richmond Heights, Virginia, United States Acentra Health Full time
Position Overview

Acentra Health is dedicated to enhancing health outcomes through innovative technology and expert services. We are seeking a Remote Client Support Specialist to become a vital member of our expanding team.

Role Summary

As a Client Support Specialist, you will play a crucial role in the essential prior authorization process. You will serve as the initial point of contact for our clients, managing incoming inquiries with professionalism and empathy. Your daily tasks will involve addressing client questions, resolving issues, and processing requests while adhering to our established internal guidelines.

This position is more than just responding to calls; it’s about making a positive difference with each interaction. With a thorough understanding of our services, you will be prepared to provide solutions and support that go above and beyond, aiming to not only meet but exceed our productivity and quality benchmarks. Your contributions will be vital in upholding our high standards of client service. Availability to work during Eastern Standard Time hours is required.

Key Responsibilities

  • Develop and maintain a thorough understanding of internal protocols, procedures, and services, covering both departmental and operational elements.
  • Effectively use automated systems for logging and retrieving information, ensuring accurate and timely data entry.
  • Address inquiries from clients or providers through various communication channels, delivering responses within established turnaround times.
  • Respond to phone inquiries and complaints promptly and courteously, strictly following standard operating procedures.
  • Engage with healthcare providers, beneficiaries, and other program participants to facilitate effective communication.
  • Investigate and resolve client issues, escalating complex situations to the appropriate personnel when necessary.
  • Meet or exceed departmental standards for call volume and service levels.
  • Initiate client files by collecting and entering demographic and procedural information into the system.
  • Act as a liaison between Review Supervisors and external providers, fostering collaborative relationships.
  • Maintain detailed logs and document the outcomes of incoming and outgoing communications, ensuring accurate record-keeping.

The list of responsibilities is not exhaustive and may be expanded to include other duties as deemed necessary by management.

Required Skills and Qualifications:

  • High School diploma or equivalent.
  • Completion of medical terminology courses is advantageous.
  • A minimum of 2 years of experience in customer service or a similar call center environment.
  • Strong verbal and listening skills, ensuring courteous and professional client service.
  • Proficient PC skills, including familiarity with electronic mail and industry-standard applications.
  • Fluency in English with clear communication abilities.
  • Competent use of phone systems.
  • Strong research and problem-solving skills.
  • Familiarity with medical terminology is a plus.
  • Adherence to confidentiality policies and procedures.
  • Ability to navigate and utilize electronic systems effectively.
  • Capability to multitask while engaging in telephone conversations.
  • Demonstrated ability to remain calm and courteous in challenging situations.

Additional Qualifications (Preferred):

  • Successful completion of medical terminology courses.
  • Knowledge of medical terminology and/or experience in the health insurance sector.
  • Bilingual proficiency in Spanish and English is a plus.

Why Join Us?

At Acentra Health, we are a team of dedicated professionals committed to redefining expectations in the healthcare industry. We partner with state and federal healthcare agencies, providers, and employers to ensure improved health outcomes.

Our Commitment to You

We offer meaningful work that positively impacts lives across the nation. Our organization values its employees, providing the tools and support necessary for you to excel in your career.

Thank You

We appreciate your interest in Acentra Health. Due to the high volume of applications, only candidates selected for further consideration will be contacted. We encourage you to explore future openings that may align with your interests.

~ The Acentra Health Talent Acquisition Team

EOE AA M/F/Vet/Disability

Acentra Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by applicable law.

Benefits

Our benefits package is designed to provide you with protection, security, and support for both your career and personal life. Benefits include comprehensive health plans, paid time off, retirement savings, wellness programs, educational assistance, corporate discounts, and more.

Compensation

The compensation for this role ranges from $17.00 to $17.50 per hour, based on our compensation program. An applicant's placement within this range will depend on various factors, including years of relevant experience and skill level.

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