Revenue Cycle Customer Services Representatives

TekSystems is currently hiring for Remote Healthcare Billing Call Center Representatives, Preferably living around the VA area.

MUST HAVE:

-Healthcare call center experience OR Medical Billing/Revenue Cycle Customer Service Experience!

Description

Role 1: Revenue Cycle Billing Customer Service Representative

Position Summary

These representatives will backfill experienced members of Sentaras revenue cycle billing team who are being temporarily reassigned to the continuity of care help desk. This role will focus on business-as-usual patient billing and payment calls.

The representatives will not primarily handle Anthem contract questions. Their responsibility will be to maintain Sentaras normal patient billing operations while existing Sentara subject matter experts support the specialized second-level help desk.

Core Job Duties

Answer inbound patient calls regarding hospital and healthcare bills.

Explain patient account balances and help patients understand why they received a bill.

Assist patients who want to make a payment.

Process or support payments using Sentara-provided equipment and payment tools.

Explain available payment-plan options.

Help patients understand how to apply for financial assistance.

Assist patients who cannot access their own account or a dependents account balance.

Educate patients on available MyChart self-service capabilities.

Encourage patients to use MyChart and other self-service options when appropriate.

Explain basic patient financial responsibility, including:

Copays

Deductibles

Coinsurance

Outstanding balances

Payment arrangements

Document patient interactions accurately in Epic.

Use Sentaras NICE telephony platform to receive calls through an inbound queue.

Route questions outside the representatives training or access level to the appropriate Sentara team.

Maintain professionalism and composure when handling emotionally sensitive, unusual, or urgent calls.

Follow established escalation procedures when calls involve concerns beyond a standard billing issue.

Remain prepared for a wide range of patient circumstances. Sentara noted that billing representatives may occasionally receive unrelated or unexpected requests, ranging from questions about household bills to situations that could require escalation for a welfare check.

Protect patient information and follow Sentaras privacy, security, and documentation expectations.

Meet attendance, schedule, productivity, quality, and customer service expectations throughout the contract.

Role-Specific Systems

Epic

MyChart

NICE telephony platform

Sentara-issued laptop

Separate payment device

Additional questions outside these systems will be routed to the appropriate members of the existing Sentara team.

Schedule

Monday through Friday

8:00 a.m. to 4:30 p.m. Eastern Time

Role 2: Continuity of Care Support Representative

Position Summary

These representatives will work on Sentaras newly created second-level continuity of care help desk. They will assist with questions that frontline associates cannot fully resolve through Sentaras FAQ.

This is not a traditional scheduling position. The representatives may discuss existing appointments, procedures, or treatment plans, but they will not be trained to perform the physical act of scheduling. If a patient wants to schedule or reschedule an appointment, the representative will transfer the patient to the appropriate scheduling team.

The second-level help desk will likely divide representatives into different skill areas, including billing and cost questions, continuity of care and form-support questions, and more general patient-guidance calls. Representatives may be cross-trained to handle patients who are confused about the overall situation and are unsure which questions to ask.

Core Job Duties

Continuity of Care Education and Direction

Explain continuity of care in general, patient-friendly language using -approved talking points and resources.

Help patients understand that Anthem is responsible for providing the appropriate continuity of care form and making the final qualification determination.

Direct patients to Anthem when they need to:

Request continuity of care documentation

Submit an application

Obtain a determination

Confirm coverage

Avoid promising or guaranteeing that a patient will qualify for continuity of care.

Avoid providing insurance advice or making personal decisions for the patient.

Support With Continuity of Care Forms

Assist patients who already have an Anthem continuity of care form and need help locating information required to complete it.

Help research or direct patients to information such as:

Provider name and address

Treating physician information

Facility information

Surgery or procedure dates

Anesthesia provider information

Diagnosis information or applicable diagnosis codes

Relevant demographic or medical information

Clearly distinguish between information Sentara can provide and decisions that must be made by Anthem.

Gather all relevant information from the patient when an answer cannot be provided during the initial call.

Case and Ticket Management

Create and document a case or ticket for patient questions that require additional research.

Accurately capture the patients concern, treatment details, contact information, and outstanding questions.

Use the contact lists and resources provided by Sentara to identify the correct internal expert or Anthem contact.

Contact relevant internal departments to obtain clinical, demographic, billing, coding, provider, facility, or procedure information.

Track open issues through resolution.

Call the patient back once the necessary information has been obtained.

Explain the findings clearly and accurately.

Document the resolution and close the case or ticket.

Billing and Cost Questions

Help patients understand how receiving care from on an out-of-network basis may affect their financial responsibility.

Assist with requests for estimates when a patient is considering keeping an appointment or continuing to see a Sentara provider.

Use approved resources and escalate questions when an exact answer cannot be provided.

Explain that actual coverage and benefits are determined by the patients insurance plan.

Coordinate with experienced Sentara revenue cycle employees when deeper billing expertise is required.

General Patient Guidance

Assist patients who are confused by the Anthem and Sentara situation and do not know where to begin.

Listen to the patients concern and determine whether the question relates to:

Continuity of care

Existing treatment

Scheduled surgery or procedures

Out-of-network costs

Provider access

Insurance forms

A general need for clarification

Direct patients to approved or Anthem resources.

Provide factual information without recommending which insurance plan the patient should select.

Avoid advising a patient to keep Anthem, change insurance plans, or enroll in a Sentara-affiliated health plan.

Transfer patients to scheduling team when the caller wants to complete a scheduling transaction.

Contact Center Responsibilities

Receive inbound calls through NICE telephony platform.

Navigate a phone queue and manage calls efficiently without making patients feel rushed.

Follow scripts, FAQs, escalation paths, and documentation standards.

Participate in role-playing and scenario-based training.

Adapt as FAQs, procedures, payer information, and call patterns change.

Maintain empathy and professionalism with patients who may be worried about losing access to their physicians or interrupting an established course of treatment.

For questions involving personal insurance decisions, representatives must remain neutral and direct patients to the appropriate resources rather than advising them which plan or provider arrangement to choose.

Schedule

The second-level help desk will operate Monday through Friday from 8:00 a.m. to 8:00 p.m. Eastern Time.

Individual schedules will be staggered within that operating window.

Sentara anticipates needing fewer team members during the 5:00 p.m. to 8:00 p.m. period than during standard daytime hours.

Candidates with standard daytime availability, such as 8:00 a.m. to 5:00 p.m., may still be considered.

Some candidates must have later-shift availability to ensure coverage through 8:00 p.m.

Exact shift assignments had not been finalized at the time of intake.

Additional Skills & Qualifications

Required or Strongly Preferred for Both Roles

Minimum of one to two years of customer service experience.

Experience working in an inbound contact center, call center, or queue-based phone environment.

Strong verbal communication and active-listening skills.

Ability to explain complicated healthcare or financial information in plain language.

Strong attention to detail and accurate documentation.

Ability to work independently in a remote environment.

Reliable attendance and punctuality.

Ability to follow scripts and procedures while still creating a positive, human patient experience.

Comfortable assisting patients who may be anxious, confused, frustrated, or concerned about losing access to established physicians.

Ability to protect confidential patient and financial information.

Comfortable working within a project where information, call volume, and procedures may change quickly.

Ability to receive feedback and adjust to updated FAQs, escalation routes, and workflows.

Willingness and ability to complete Sentaras required onboarding, Background screening, employment verification, and education verification before beginning work.

Preferred Backgrounds

Candidates may be a fit if they have previous experience in one or more of the following areas:

Healthcare revenue cycle

Hospital or physician billing

Patient financial services

Patient access

Front-desk registration

Medical registration

Health insurance customer service

Healthcare contact centers

Financial counseling

Medical scheduling

Provider or health system customer service

Benefits or eligibility support

Continuity of care support

Medical billing and payment-plan assistance

Role 1 Preferred Qualifications

Previous patient billing or patient financial services experience.

Epic experience.

MyChart experience.

Experience processing healthcare payments.

Experience explaining financial assistance and payment-plan options.

Understanding of copays, deductibles, coinsurance, and patient balances.

Job Type & Location

This is a Contract position based out of Virginia Beach, VA.

Pay and Benefits

The pay range for this position is $22.00 - $24.00/hr.

Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: Medical, dental & vision Critical Illness, Accident, and Hospital 401(k) Retirement Plan Pre-tax and Roth post-tax contributions available Life Insurance (Voluntary Life & AD&D for the employee and dependents) Short and long-term disability Health Spending Account (HSA) Transportation benefits Employee Assistance Program Time Off/Leave (PTO, Vacation or Sick Leave)

Job Type & Location

This is a Contract position based out of Virginia Beach, VA.

Application Deadline

This position is anticipated to close on Oct 29, 2026.

Workplace Type

This is a fully remote position.

About TEKsystems

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

About TEKsystems and TEKsystems Global Services

Were a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. Were a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. Were strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. Were building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.