Customer Service Representative (Hybrid - Charleston, WV)

About the role

Company Overview: Acentra Health exists to empower better health outcomes through technology, services, and clinical expertise. Our mission is to innovate health solutions that deliver maximum value and impact. Lead the Way is our rallying cry at Acentra Health. Think of it as an open invitation to embrace the mission of the company; to actively engage in problem-solving; and to take ownership of your work every day. Acentra Health offers you unparalleled opportunities. In fact, you have all you need to take charge of your career and accelerate better outcomes - making this a great time to join our team of passionate individuals dedicated to being a vital partner for health solutions in the public sector.

Responsibilities

• Answer incoming telephone calls, data entry, process mail and resolve customer questions, complaints and requests while adhering to internal policies and procedures and utilizing working knowledge of the organization's services to meet productivity and quality standards.
• Provide program support to all WV programs.
• Prepare and mail notice of decision and other program letters.
• Assist callers with Atrezzo and Care Connection, general program and other questions/concerns.
• Develop and maintain working knowledge of internal policies, procedures, and services (both departmental and operational).
• Utilize automated systems to log and retrieve information; perform accurate and timely data entry of electronic faxes.
• Receive inquiries by telephone, email, fax, or mail and communicate responses within required turnaround times.
• Respond to telephone inquiries in a prompt, accurate, and courteous manner following standard operating procedures.
• Interact with external partners such as hospitals, physicians, beneficiaries, or other program recipients.
• Perform verification of healthcare services to facilitate payment for received services.
• Serve as liaison between the internal and external partners.
• Meet or exceed standards for call volume and service level per department guidelines.
• Initiate cases by collecting and entering demographic, provider, and procedure information into the system.
• Read, understand, and adhere to all corporate policies including policies related to HIPAA and its Privacy and Security Rules.
• Perform other duties as assigned.

Requirements

• High school diploma or GED.
• 2+ years in an administrative support or customer service position.
• Excellent customer service and communication skills.
• Ability to multi-task and prioritize.
• Experience handling customer inquiries through phone, email, fax, or mail.

Qualifications

• Associate’s or Bachelor’s Degree (preferred).
• Experience working with healthcare programs, hospitals, physicians, beneficiaries, or other external partners (preferred).
• Possess knowledge of WV Medicaid’s program policies and procedures (preferred).

Experience in Lieu of Degree

For non-clinical roles, or when not required by the contract specifically, the Company acknowledges that practical, hands-on experience can provide skills and competencies equivalent to formal education. As such, in cases where a Bachelor's degree may be required, the Company will accept a minimum of six (6) years of directly relevant professional experience in lieu of a degree. In instances where the candidate has an Associate's degree, the Company will accept a minimum of three (3) years of directly relevant professional experience in lieu of the Bachelor's degree.

Benefits

• Comprehensive health plans.
• Paid time off.
• Retirement savings.
• Corporate wellness.
• Educational assistance.
• Corporate discounts.
• More benefits as part of the rewards package.

Pay

Pay Range: USD $15.85 - USD $16.82 per