Customer Service Rep CAC - Blue Ridge​/Remote

Customer Service Rep CAC - Blue Ridge/Remote

Location: Harrisonburg, VA

Work Shift: First (Days)

Job Type: Full‑time Remote (must be within commuting distance of Sentara RMH or Sentara MJH to report on site as needed)

This is a full‑time remote position where the Customer Service Representative (CAC) handles all aspects of member/patient support. The role focuses on timely research and resolution of telephone inquiries related to member eligibility, plan prescription benefits, claim payment issues, billing updates, payment plans, and appointment scheduling. Success requires clear communication, accurate documentation, strong problem‑solving, and a service‑oriented mindset to ensure an excellent experience on every call.

• Manage incoming calls and address questions about member eligibility and benefits
• Resolve claim payment and billing inquiries, update billing information, and establish payment plans
• Solve patient service needs, including appointment scheduling and payment inquiries
• Document interactions accurately in CRM/EMR or call‑tracking systems
• Maintain service‑level metrics and meet performance KPIs while managing a high call volume
• Ensure confidentiality and HIPAA privacy compliance

• High school diploma or equivalent (required)
• 1+ year of customer service experience, preferably in healthcare or a contact‑center environment
• Experience in eligibility/benefits and claims/payment resolution, billing updates, and appointment scheduling
• Proficiency with CRM/EMR or call‑tracking systems
• Strong communication, de‑escalation, and problem‑solving skills
• Commitment to accuracy, confidentiality, and HIPAA/privacy compliance

• Medical, Dental, Vision plans
• Adoption, Fertility & 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) 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 CEUs and professional development
• Pet Insurance
• Legal Resources Plan
• A discretionary annual bonus if system and employee eligibility criteria are met

Sentara Health is an equal‑opportunity employer and prides itself on diversity and inclusiveness. In support of our mission “to improve health every day,” this is a tobacco‑free environment.

For remote positions, 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.