Customer Service Representative (Hybrid | Charleston, WV)

Acentra Health; Charleston (WV); Hybrid; USD 22,000 - 28,000; Full time

Benefits offered by this job

Health benefits

Paid time off

Retirement savings

Education assistance

Job summary

Acentra Health is hiring a Customer Service Representative to join our team in Charleston, WV. The role blends on-site work 1 day per week with remote duties, handling calls, data entry, and policy-related inquiries to support WV programs.

The position requires 2+ years in administrative or customer service roles, a high school diploma or GED, and strong communication skills. Knowledge of healthcare programs is a plus, with competitive benefits offered.

Qualifications

• High school diploma or GED required.
• 2+ years in an administrative support or customer service position.
• Excellent customer service and communication skills; ability to multi-task and prioritize.
• Experience handling inquiries via phone, email, fax, or mail.

Responsibilities

• Answer incoming calls and process data entry.
• Provide program support to WV programs.
• Prepare and mail notices of decision and other program letters.
• Assist callers with program questions and concerns.
• Log and retrieve information using internal systems; ensure timely data entry.
• Interact with external partners such as hospitals, physicians, beneficiaries, or other program recipients.
• Meet or exceed call volume and service level standards.

Skills

Customer service

Communication

Data entry

Multi-tasking

Education

High school diploma or GED

Associates or Bachelor's Degree

Job description

Company Overview

Acentra Health exists to empower better health outcomes through technology, services, and clinical expertise. Our mission is to innovate health solutions that deliver maximum value and impact.

Lead the Way is our rallying cry at Acentra Health. Think of it as an open invitation to embrace the mission of the company; to actively engage in problem-solving; and to take ownership of your work every day. Acentra Health offers you unparalleled opportunities. In fact, you have all you need to take charge of your career and accelerate better outcomes - making this a great time to join our team of passionate individuals dedicated to being a vital partner for health solutions in the public sector.

Job Summary and Responsibilities

Acentra Health is looking for a Customer Service Representative to join our growing team.

Job Summary:

Position Summary: The purpose of this position is to answer incoming telephone calls/data entry-processing mail and resolve customer questions, complaints and requests while adhering to internal policies and procedures and utilizing working knowledge of the organization's services to meet productivity and quality standards.

This is a hybrid position that will require you to work on site 1 day a week at the office in Charleston, WV

• Provides program support to all WV programs
• Prepare and mail notice of decision and other program letters
• Assist callers with Atrezzo and Care Connection. general program and other questions/concerns
• Develop and maintain working knowledge of internal policies, procedures, and services (both departmental and operational).
• Utilize automated systems to log and retrieve information; Perform accurate and timely data entry of electronic faxes.
• Receive inquiries by telephone, email, fax, or mail and communicate responses within required turnaround times.
• Respond to telephone inquiries in a prompt, accurate, and courteous manner following standard operating procedures.
• Interact with external partners such as hospitals, physicians, beneficiaries, or other program recipients.
• Serve as liaison between the internal and external partners.
• Meet or exceed standards for call volume and service level per department guidelines.
• Initiate cases by collecting and entering demographic, provider, and procedure information into the system.
• Read, understand, and adhere to all corporate policies including policies related to HIPAA and its Privacy and Security Rules.
• Other duties as assigned.

Qualifications

Required Qualifications/Experience:

• Must have a high school diploma or GED.
• 2+ years in an administrative support or customer service position.
• Must have excellent customer service and communication skills, must be able to multi-task and prioritize.
• Experience handling customer inquiries through phone, email, fax, or mail.

Preferred Qualifications/Experience:

• Associates or Bachelor's Degree
• Experience working with healthcare programs, hospitals, physicians, beneficiaries, or other external partners?
• Possess knowledge of WV Medicaid's program policies and procedures.

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.

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

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

Experience in Lieu of Degree

For non-clinical roles, or when not required by the contract specifically, the Company acknowledges that practical, hands-on experience can provide skills and competencies equivalent to formal education. As such, in cases where a Bachelor's degree may be required, the Company will accept a minimum of six (6) years of directly relevant professional experience in lieu of a degree. In instances where the candidate has an Associate's degree, the Company will accept a minimum of three (3) years of directly relevant professional experience in lieu of the Bachelor's degree.

Compensation

The pay range for this position is listed below.

"Based on our compensation philosophy, an applicant's position placement in the pay range will depend on various considerations, such as years of applicable experience and skill level."

EEO AA M/F/Vet/Disability

Acentra Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability, status as a protected veteran or any other status protected by applicable Federal, State or Local law.

Pay Range

USD $15.85 - USD $19.81 /Hr.