Customer Service Representative
Sentara Health is a leading healthcare organization focused on improving health every day through quality care, patient safety, service, and integrity. Sentara Health Plans provides coverage to nearly one million members across Virginia, offering commercial, Medicare, Medicaid, and Individual & Family Health Plan products.
About the role
Sentara Health is seeking a Customer Service Supervisor for a full-time, permanent hybrid position in Virginia Beach, VA. The role oversees daily customer service operations, supports team performance, and ensures high standards of service, quality, and financial accuracy. Employees report to 1330 Sentara Park in Virginia Beach once per week.
Responsibilities
- Oversee daily customer service department operations and activities.
- Serve as a resource for employee questions and operational support.
- Maintain a productive, well-trained, and service-oriented team.
- Monitor performance and support continuous improvement initiatives.
- Drive customer service, quality, and financial accuracy objectives.
- Build collaborative relationships with members, providers, and internal business partners.
- Identify improvement opportunities and recommend effective solutions.
- Implement process and operational changes.
- Promote strong communication, teamwork, and collaboration across departments.
- Provide coaching, mentorship, and leadership support to team members.
Schedule
Standard hours are Monday through Friday, 8:00 AM–6:00 PM EST, with rotating weekend on-call coverage during Medicaid Open Enrollment from October through March.
Qualifications
Basic Qualifications
- Associate degree or higher preferred, or five years of related experience in lieu of education.
- At least 3 years of healthcare experience required.
- Strong customer service and communication skills.
- Ability to support daily operations and team performance.
- Ability to work collaboratively with members, providers, and internal stakeholders.
Preferred Qualifications
- 3+ years of call center experience.
- 2+ years of managed care experience.
- Previous leadership, coaching, or mentoring experience.
- Strong performance management and process improvement capabilities.
- Experience working in healthcare customer service or health plan environments.
Benefits
- Medical, dental, and vision insurance.
- Paid time off and sick leave.
- Paid parental and family caregiver leave.
- Adoption, fertility, and surrogacy reimbursement up to $10,000.
- 401(k)/403(b) with employer match.
- Tuition assistance up to $5,250 annually.
- Student debt pay-down assistance up to $10,000.
- Life insurance and disability coverage.
- Critical illness insurance.
- Emergency backup care.
- Pet insurance and legal resources.
- Potential annual discretionary bonus based on eligibility criteria.
- Career development and growth opportunities.