Customer Service Representative I

About The Company

Sentara Health is a leading healthcare organization dedicated to improving health outcomes and enhancing the quality of life for the communities it serves. With a workforce of nearly 30,000 members, Sentara is committed to providing exceptional patient care, innovative health solutions, and fostering a diverse and inclusive environment. The organization emphasizes a culture of compassion, integrity, and excellence, striving to be a trusted partner in health for individuals and families. Sentara Health operates across multiple states, offering a wide range of medical services, and continuously invests in its employees' growth and well-being to maintain its reputation as a premier healthcare provider.

About The Role

The Customer Service Representative at Sentara Health is a vital member of the customer support team, primarily responsible for managing inbound telephone inquiries from members and patients. This role involves researching and resolving issues related to member eligibility, prescription benefits, claim payments, and patient services. The ideal candidate will handle a high volume of calls efficiently, providing accurate information and empathetic support to ensure customer satisfaction. This position is remote but requires candidates to reside within the Harrisonburg area, with the flexibility to travel on-site if connectivity issues arise. The role operates during standard daytime hours, between 9:00 AM and 5:30 PM, supporting the organization’s commitment to delivering timely and effective customer service.

Qualifications

• High school diploma or equivalent
• Minimum of two years of customer service experience
• Previous data entry experience
• Prior scheduling experience
• Familiarity with Epic Beaker preferred
• Experience in a high-volume call center preferred
• Excellent communication and problem-solving skills
• Ability to work independently and as part of a team
• Proficiency with computer systems and customer management software
  
  

Responsibilities

• Respond to incoming calls from members and patients, providing timely and accurate assistance
• Research and resolve inquiries related to member eligibility, prescription benefits, and claim payments
• Assist patients with billing updates, establishing payment plans, and resolving payment issues
• Schedule patient appointments and coordinate services as needed
• Document all interactions accurately in the system and follow up on unresolved issues
• Maintain knowledge of current healthcare policies, procedures, and systems such as Epic Beaker
• Collaborate with team members and other departments to ensure customer issues are resolved efficiently
• Adhere to organizational standards for quality and compliance in all customer interactions
  
  

Benefits

• Medical, Dental, and Vision insurance plans
• Adoption, Fertility, and Surrogacy Reimbursement up to $10,000
• Paid Time Off and Sick Leave
• Paid Parental & Family Caregiver Leave
• Emergency Backup Care
• Long-Term, Short-Term Disability, and Critical Illness plans
• Life Insurance
• 401(k)/403(b) retirement plans with Employer Match
• Tuition Assistance up to $5,250 annually and discounted educational opportunities through Guild Education
• Student Debt Pay Down up to $10,000
• Reimbursement for certifications and access to continuing education units (CEUs)
• Pet Insurance
• Legal Resources Plan
• Opportunity to earn an annual discretionary bonus based on system and employee eligibility criteria
  
  

Equal Opportunity

Sentara Health is an equal opportunity employer that values diversity and inclusiveness within its workforce. The organization is committed to creating a workplace that reflects the communities it serves and provides equal employment opportunities regardless of race, color, religion, gender, sexual orientation, gender identity, age, disability, or any other protected status. Sentara fosters a culture of belonging, ensuring all employees are respected and valued. The organization supports its mission to improve health every day in a tobacco-free environment and encourages applicants from diverse backgrounds to apply.