Experienced Absence Management Customer Service Representative for Remote Healthcare Support Role

Join Acentra Health: Revolutionizing Healthcare through Compassionate Customer Service

Acentra Health is at the forefront of transforming the healthcare landscape through its innovative approach, combining clinical services, technology solutions, and data analytics to drive better health outcomes. Born out of the 2022 merger between CNSI and Kepro, our organization is dedicated to tackling the complex challenges facing today's healthcare industry. We're seeking passionate individuals to join our dynamic team, and this role is a pivotal part of our mission.

About the Role: Absence Management Customer Service Representative

As an Absence Management Customer Service Representative, you will be the cornerstone of our customer support operations, working remotely to provide top-tier service to our clients. This role is integral to our prior authorization process, requiring a blend of exceptional customer service skills, in-depth knowledge of our services, and the ability to navigate complex healthcare scenarios with ease.

Key Responsibilities

• Develop and maintain a comprehensive understanding of Acentra Health's internal policies, procedures, and services to provide accurate and timely support.
• Utilize internal systems for logging and retrieving information, ensuring data entry is accurate and timely.
• Respond to a wide range of inquiries from customers or providers through various channels (telephone, email, fax, or mail), adhering to specified turnaround times.
• Address telephone inquiries and complaints with promptness, accuracy, and courtesy, following established procedures.
• Engage effectively with hospitals, physicians, beneficiaries, and other program recipients to resolve their queries and concerns.
• Investigate and resolve customer problems or escalate them as needed to ensure high-quality service.
• Meet or exceed call volume and service level standards as per departmental guidelines, demonstrating productivity and efficiency.
• Initiate files by collecting and entering demographic, provider, and procedure information into our system, ensuring data integrity.
• Act as a liaison between Review Supervisors and external providers, facilitating communication and collaboration.
• Maintain detailed logs and documentation of incoming and outgoing calls, providing valuable insights for service improvement.

Essential Qualifications, Knowledge, Skills, and Experience

To excel in this role, you must possess:

• A minimum of 2 years of customer service/telephone experience in a call center environment or related industry, demonstrating a proven track record of delivering high-quality service.
• Proficiency in spoken English to effectively communicate over the telephone, with excellent verbal and listening skills.
• Strong PC skills, including proficiency in electronic mail, intranet usage, and standard applications, with the ability to multitask on a computer during telephone conversations.
• The ability to research, investigate, and maintain composure while handling difficult calls, showcasing problem-solving and conflict resolution skills.
• Adherence to confidentiality policies and procedures, highlighting a commitment to data privacy and security.
• A High School diploma or equivalent, serving as a foundational qualification.

Preferred Qualifications

While not mandatory, the following qualifications can significantly enhance your candidacy:

• Completion of medical terminology course(s), providing a foundational knowledge of healthcare terminology.
• Knowledge of medical terminology and/or experience in the health insurance industry, offering valuable context and understanding.
• Bilingual proficiency in Spanish and English, enabling you to support a broader range of clients.

Why Join Acentra Health?

Acentra Health is more than just a workplace; it's a community of experienced and caring leaders, clinicians, technologists, and industry professionals united by a shared purpose. By joining our team, you'll be part of a dynamic organization that is redefining expectations for the healthcare industry. Here's what you can expect:

• Meaningful Work: You'll be engaged in work that genuinely improves people's lives across the country, making a tangible difference in the healthcare landscape.
• Career Growth: We're committed to providing you with the tools and encouragement needed to achieve the finest work of your career, supporting your professional growth and development.
• Comprehensive Benefits: Our benefits package is designed to provide you with additional protection, security, and support for both your career and your life away from work. This includes comprehensive health plans, paid time off, retirement savings, corporate wellness, educational assistance, corporate discounts, and more.
• Competitive Compensation: The compensation for this role is $17.00 to $19.00 per hour to start, with position placement in the pay range dependent on various considerations such as years of applicable experience and skill level.

Our Culture and Work Environment

At Acentra Health, we're proud of our culture that's fueled by passion and driven by purpose. As a remote worker, you'll be part of a distributed team that values collaboration, innovation, and mutual respect. We're committed to creating an inclusive and supportive environment where everyone can thrive.

Conclusion

If you're looking for a role that combines your customer service skills with a passion for healthcare, this is an opportunity you won't want to miss. At Acentra Health, you'll be part of a pioneering organization that's shaping the future of healthcare. Apply now to join our team and be part of something truly impactful.

We appreciate your interest in Acentra Health and invite you to apply to future openings that may be of interest. Thank you for considering this role, and we wish you the best of luck in your search.

Acentra Health is an Equal Opportunity Employer, committed to diversity and inclusion. 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.