Customer Service Representative

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.

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

The purpose of this position is to answer incoming telephone calls, and resolve customer questions, complaints, and requests while adhering to internal policies and procedures.

• This is a full‑time, non‑exempt (hourly) direct hire role with Benefits.
• The required work hours are Monday through Friday, 10:00 AM to 7:00 PM Central, and you may need to work over 30 to 60 minutes after the regular shift ends.
• The selected candidate must also be willing to work alternating Saturday shifts from 10:00 AM to 4:00 PM Central.
• This is a Remote position within the state of Alabama, where the selected candidate must also reside.
• The selected candidate must have a dedicated, private, and secure workspace at home, free from distractions, to ensure productivity and confidentiality, and with reliable high‑speed internet service.

• Develop and maintain working knowledge of internal policies, procedures, and services.
• Utilize automated systems to log and retrieve information; perform accurate and timely data entry.
• 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.
• Interact with external partners such as hospitals, physicians, beneficiaries, or other program recipients.
• Perform verification of healthcare services to facilitate payment for received services.
• Serve as liaison between the internal and external partners.
• Investigate and resolve or report provider problems.
• 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.
• Perform monitoring tasks of the database and notify management of errors and/or problems.
• Read, understand, and adhere to all corporate policies including policies related to HIPAA and its Privacy and Security Rules.

The list of accountabilities is not intended to be all-inclusive and may be expanded to include other education‑ and experience‑related duties that management may deem necessary from time to time.

• High School diploma OR GED equivalent.
• Must reside in the state of Alabama.
• A minimum of 2+ years of customer service experience.
• A minimum of 2+ years of experience handling high‑volume phone interactions.
• Computer proficient with a strong ability to rapidly adapt to new customer service platforms.
• Strong verbal and written communication skills.
• The required work hours are Monday through Friday, 10:00 AM to 7:00 PM Central, and you may need to work over 30 to 60 minutes after the regular shift ends. The selected candidate must also be willing to work alternating Saturday shifts from 10:00 AM to 4:00 PM Central.

• Medical terminology course(s).
• Knowledge of the health insurance industry.
• Bilingual Spanish‑English.

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…