Customer Service Representative; Hybrid | Charleston, WV

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.

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.

• 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.

• 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.

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