Customer Service Representative

4 weeks ago

Tampa, Florida, United States Acentra Health Full time
Job Summary:

Acentra Health is seeking a Customer Service Representative to support the Medicare Appeal process. The successful candidate will be responsible for answering incoming telephone calls, resolving customer questions, complaints, and requests, and utilizing working knowledge of the organization's services to meet productivity and quality standards.

Key Responsibilities:
  • 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.
  • Receive inquiries from customers or providers by telephone, email, fax, or mail, and communicate response within required turnaround times.
  • Respond to telephone inquiries and complaints in a prompt, accurate, and courteous manner, following standard operating procedures.
  • Interact with hospitals, physicians, beneficiaries, or other program recipients.
  • Investigate and resolve or report customer problems, identifying and escalating difficult situations to the appropriate party.
  • Meet or exceed standards for call volume and service level, per department guidelines.
  • Initiate files by collecting and entering demographic, provider, and procedure information into the system.
  • Serve as liaison between the Review Supervisors and external providers.
  • Maintain logs and documents disposition of incoming and outgoing calls.
Requirements:
  • High School diploma or equivalent.
  • 2+ year's customer service/telephone experience in a similar call center environment and/or industry.
  • Ability to effectively communicate with team members and external customers.
  • Ability to research and resolve issues related to Medicaid program and service eligibility.
  • Bilingual (Spanish/English).
Preferred Qualifications/Experience:
  • Previous experience in the medical office or other medical setting.
  • General knowledge of eligibility verification (Medicaid eligibility and program requirements for specific program of focus).
  • Knowledge of CPT and HCPCS codes.
  • PC proficiency to include Microsoft Office Suite.
  • Experience with Microsoft programs.
Benefits:

Acentra Health offers a comprehensive benefits package, including comprehensive health plans, paid time off, retirement savings, corporate wellness, educational assistance, corporate discounts, and more.

The pay range for this position is $15.85 - $18.20, based on our compensation program, which takes into account various considerations, such as years of applicable experience and skill level.

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