Customer Service Rep CAC Blue Ridge-Remote - Sentara Healthcare : Job Details

Customer Service Representative - (CAC)

This is a full-time remote position. Candidates must be within commuting distance of Sentara RMH or Sentara MJH to report on site as needed for connectivity/equipment support.

The Customer Service Representative (CAC) handles all aspects of member/patient support, focusing on timely research and resolution of telephone inquiries. This role manages incoming calls to address questions about member eligibility, plan prescription benefits, and claim payment issues, as well as patient service needs such as updating billing information, establishing payment plans, resolving payment inquiries, and scheduling. Success in this role requires clear communication, accurate documentation, strong problem-solving, and a service-oriented mindset to ensure an excellent experience on every call.

• High School Diploma or equivalent

• No specific certification or licensure requirements

• 1+ year of customer service experience (healthcare or contact center environment preferred)

• Experience assisting callers with eligibility/benefits, claims/payment resolution, billing updates, payment plans, and appointment scheduling

• Proficiency with CRM/EMR or call-tracking systems; accurate call documentation and follow-through

• Strong communication, de-escalation, and problem-solving skills; ability to manage a high call volume and meet performance KPIs

• Commitment to accuracy, confidentiality, and HIPAA/privacy compliance

Medical, Dental, Vision 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

401k/403B with Employer Match

Tuition Assistance $5,250/year and discounted educational opportunities through Guild Education

Student Debt Pay Down $10,000

Reimbursement for certifications and free access to complete CEUs and professional development

Pet Insurance Legal Resources Plan Colleagues have the opportunity to earn an annual discretionary bonus if established system and employee eligibility criteria is met.

Sentara Health is an equal opportunity employer and prides itself on the diversity and inclusiveness of its close to an almost 30,000-member workforce. Diversity, inclusion, and belonging is a guiding principle of the organization to ensure its workforce reflects the communities it serves.

In support of our mission to improve health every day, this is a tobacco-free environment.

For positions that are available as remote work, Sentara Health employs associates in the following states: Alabama, Delaware, Florida, Georgia, Idaho, Indiana, Kansas, Louisiana, Maine, Maryland, Minnesota, Nebraska, Nevada, New Hampshire, North Carolina, North Dakota, Ohio, Oklahoma, Pennsylvania, South Carolina, South Dakota, Tennessee, Texas, Utah, Virginia, Washington, West Virginia, Wisconsin, and Wyoming.