Customer Service Representative

2 weeks ago

Cary, North Carolina, United States Acentra Health Full time
About Acentra Health

Acentra Health is a leading provider of healthcare solutions, empowering better health outcomes through technology, services, and clinical expertise. Our mission is to innovate health solutions that deliver maximum value and impact.

Job Summary

We are seeking a skilled Customer Service Representative to join our team in North Carolina. As a key member of our customer service team, you will be the first point of contact for our customers, handling incoming calls with professionalism and care.

Responsibilities
  • Develop a comprehensive understanding of internal policies, procedures, and services, encompassing both departmental and operational aspects.
  • Efficiently utilize automated systems for logging and retrieving information, ensuring accurate and timely data entry for electronic faxes.
  • Handle inquiries from customers or providers through various channels, delivering responses within specified turnaround times.
  • Respond to telephone inquiries and complaints promptly, accurately, and courteously, strictly adhering to standard operating procedures.
  • Engage with hospitals, physicians, beneficiaries, and other program recipients to facilitate effective communication.
  • Investigate and resolve customer problems, escalating challenging situations to the appropriate party when necessary.
  • Meet or exceed standards for call volume and service level as per department guidelines.
  • Initiate files by collecting and entering demographic, provider, and procedure information into the system.
  • Act as a liaison between Review Supervisors and external providers, fostering collaborative relationships.
  • Maintain detailed logs and document the disposition of incoming and outgoing calls, ensuring accurate record-keeping.
Requirements
  • High School diploma or equivalent.
  • Completion of medical terminology course(s) is beneficial.
  • Minimum of 2 years of customer service/telephone experience in a similar call center environment and/or industry.
  • Proficient verbal and listening skills, ensuring courteous and professional customer service.
  • Effective PC skills, including proficiency in electronic mail, intranet, and industry-standard applications.
  • Fluent in English with clear telephone communication abilities.
  • Competent use of phone systems.
  • Strong research and investigative skills.
  • Familiarity with medical terminology is advantageous.
  • Adherence to confidentiality policies and procedures.
  • Ease in navigating and utilizing electronic equipment and systems.
  • Ability to multitask on a personal computer while engaging in telephone conversations.
  • Capability to work efficiently in a fast-paced call center environment.
  • Demonstrated ability to remain calm and courteous when handling challenging calls and requests.
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.

Compensation

The compensation for this role is $17.00 hour to $17.50 per hour, depending on experience and skill level.

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