Customer Service Representative (Remote)

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.

Customer Service Representative (Remote)

• Are you an experienced Customer Service Representative looking for a new challenge?
• Are you looking to join a team that ensures a collaborative and inviting culture where everyone can thrive?

If so, you might be our next new team member!

Who we need:

A Customer Service Representative to provide all customer service support for the Review Team including but not limited to the following activities: Interacting with beneficiaries and providers via the helpline, creation, formatting and proofreading of letters as well as maintaining timeliness. This position requires a great deal of decision making in regard to more different types of complex appeals.

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.

Singularly Focused. Mission Driven.

Accelerating Better Outcomes is our Mantra! We are mission-driven to innovate health solutions that deliver maximum value and impact.

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 are a key component of your rewards package. Our benefits are designed to provide you 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.

What you’ll do:

• Responsible for typing/merging, proofing for clarity, printing, and mailing correspondence.
• Communicate verbally and in writing with external customers to furnish and request review information.
• Foster effective working relationships between Acentra Health's internal and external customers.
• Assist with and participate in Review Team in identifying areas for potential improvement, as noted on case reviews and process.
• Answers the Beneficiary Helpline through the utilization of the hunt group and available light functions.
• Determines how to best assist caller either by a service offered by Acentra Health or by referring them to an external agency and properly enter referral into CMS system.
• All letters sent out in timely manner with correct components included and reviewed for grammatical and spacing errors.
• Get and validate notices and all components of medical records.
• Provide intake for all appeals received by Acentra Health.
• Proficient in customer service guidelines and standards.
• Utilize internal quality control tools to assess individual work and team processes.

What you’ll need:

Required Qualifications

• High school diploma or equivalent.
• Post high school business courses helpful.

Knowledge, Skills, Abilities

• Medical terminology desired.
• Excellent verbal communication skills, courteous and patient demeanor, must be customer oriented and have the ability to maintain composure under potentially stressful situations.
• Good grammar, punctuation, spelling, hyphenation, and written communications skills.
• Customer focused, results oriented and capable of building and maintaining relationships with internal and external customers. Must be flexible and able to work as a team member and support team decisions.
• General knowledge of a PC based computer system desirable. Knowledge of various software packages with ability to learn additional software packages as needed.
• Must be able to multi-task and to prioritize assignments.
• Must have good organizational skills and be able to work independently.

Experience

• 2+ years clerical exp