Customer Service Representative - (Hybrid Role In Cary, North Carolina)

Following a 2022 merger of CNSI and Kepro, Acentra Health combines clinical services, technology solutions, and data analytics to accelerate better health outcomes. This is a great time to join our team of passionate individuals working together to pursue the most effective solutions to today’s complex healthcare challenges. Our culture is fueled by passion and driven by purpose.

Position Overview

The Customer Support Center Representative plays a pivotal role in supporting the prior authorization process. This role involves handling incoming calls, and resolving customer inquiries, complaints, and requests. The ideal candidate will adhere to internal policies and procedures while utilizing their in-depth understanding of our organization’s services to maintain high productivity and quality standards. Acentra Health is a rapidly expanding national organization dedicated to quality improvement and care management, ensuring millions receive the right care at the right time and in the right setting.

Role Responsibilities

As a Contact Support Center Representative, you will:

• Maintain a comprehensive understanding of internal policies, procedures, and services.
• Use internal systems for logging and retrieving information, ensuring accurate and timely data entry.
• Respond to inquiries from customers or providers through various channels such as telephone, email, fax, or mail within specified turnaround times.
• Address telephone inquiries and complaints promptly, accurately, and courteously, following established procedures.
• Engage with hospitals, physicians, beneficiaries, and other program recipients.
• Investigate, resolve, or escalate customer problems as needed.
• Meet or exceed call volume and service level standards as per departmental 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.
• Maintain detailed logs and documentation of incoming and outgoing calls.

Required Qualifications, Knowledge, Skills and Experience

• Minimum of 2 + years of customer service/telephone experience in a call center environment or related industry.
• Proficiency in spoken English to effectively communicate over the telephone.
• Excellent verbal and listening skills, delivering courteous and professional customer service.
• Strong PC skills, including electronic mail, intranet usage, and standard applications.
• Ease in navigating electronic equipment and systems while multitasking on a computer during telephone conversations.
• Ability to research, investigate, and maintain composure while handling difficult calls.
• Adherence to confidentiality policies and procedures.
• High School diploma or equivalent

Additional qualifications that would be beneficial:

• Completion of medical terminology course(s).
• Knowledge of medical terminology and/or experience in the health insurance industry.
• Bilingual proficiency in Spanish and English.

Why us?

We are a team of experienced and caring leaders, clinicians, pioneering technologists, and industry professionals who come together to redefine expectations for the healthcare industry. State and federal healthcare agencies, providers, and employers turn to us as their vital partner to ensure better healthcare and improve health outcomes.

We do this through our people.

You will have meaningful work that genuinely improves people's lives across the country. We are a company that cares about our employees, and we give you the tools and encouragement you need to achieve the finest work of your career.

Benefits

Benefits are a key component of your rewards package. Our benefits are designed to provide you with additional protection, security, and support for both your career and your life away from work. Our benefits include 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 to $19.00 per hour to start. Based on our compensation program, an applicant’s position placement in the pay range will depend on various considerations, such as years of applicable experience and skill level.

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 Federal, State or Local law.

We know your time is valuable and we thank you for applying for this position. Due to the high volume of applicants, only those who are chosen to advance in our interview process will be contacted. We sincerely appreciate your interest in Acentra Health and invite you to apply to future openings that may be of interest. Best of luck in your search.

~ The Acentra Health Talent Acquisition Team