Customer Service Representative (Onsite - Nashville, TN)

CNSI and Kepro are now Acentra Health!  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 is looking for a Customer Service Representative to join our growing team.

Customer Service Representative Healthcare – Hybrid – Nashville, TN

Note: This role does need to report to our office in Nashville, TN a few days a week.

Job Summary:

In this meaningful customer service role, you will play an important role in helping vulnerable populations receive the healthcare they need. The right person for this position will be kind, compassionate, and a great listener. You will be joining a wonderful team where you can learn a great deal and build upon your experience. It's the perfect blend of remote and face-to-face interaction!

** This is a hybrid remote role, so you will be able to work from home but also be able to spend time with our team in our Nashville office. **

** Willing to report to our Nashville office as needed and able to work from home with proper performance. **

Job Responsibilities:

• Develops and maintains a working knowledge of internal policies, procedures, and services (both departmental and operational).
• Utilizes automated systems to log and retrieve information.
• Performs accurate and timely data entry of electronic faxes.
• Receives inquiries from customers or providers by telephone, email, fax, or mail and communicates responses within required turnaround times.
• Responds to telephone inquiries and complaints promptly, accurately, and courteously, following standard operating procedures.
• Interacts with hospitals, physicians, beneficiaries, or other program recipients.
• Investigate, resolve, or report customer problems.
• Identifies and escalates difficult situations to the appropriate party.
• Meets or exceeds standards for call volume and service level per department guidelines.
• Initiates files by collecting and entering demographic, provider, and procedure information in the system.
• Serves as a liaison between the Review Supervisors and external providers.
• Maintains logs and documents disposition of incoming and outgoing calls.

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

Required Qualifications/Experience:

• High School Diploma OR equivalent education.
• Knowledge of Medical terminology.
• Customer service/telephone experience in a similar call center environment and/or industry.
• Ability to Speak English fluently enough to be clearly understood over the telephone.
• Ability to use the phone system effectively.
• Ability to research and investigate.
• Ability to follow confidentiality policies and procedures.
• Ability to navigate and use electronic equipment and systems easily and proficiently.
• Ability to multitask on a personal computer while conducting telephone conversations.
• Ability to work in a fast-paced call center environment.
• Ability to remain calm and courteous when handling difficult calls and requests.
• Effective verbal and listening skills to provide courteous and professional customer service.
• Effective PC skills, including electronic mail, intranet, and industry-standard applications.
• Experience with Microsoft Office (MS Word, Outlook)

Preferred Qualifications/Experience:

• Bilingual Spanish-English.

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.  

Compensation 

The pay range for this role is $17.55-$18.50 per hour

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

Thank You!

We know your time is valuable and we thank you for applying for this position. Due to the high volume of applicants, only those who are chosen to advance in our interview process will be contacted. We sincerely appreciate your interest in Acentra Health and invite you to apply to future openings that may be of interest. Best of luck in your search!

~ The Acentra Health Talent Acquisition Team

Visit us at Acentra.com/careers/

EOE 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, gender identity, national origin, disability, status as a protected veteran or any other status protected by applicable Federal, State or Local law.

Requirements

Required Qualifications/Experience:

• High School Diploma OR equivalent education.
• Knowledge of Medical terminology.
• Customer service/telephone experience in a similar call center environment and/or industry.
• Ability to Speak English fluently enough to be clearly understood over the telephone.
• Ability to use the phone system effectively.
• Ability to research and investigate.
• Ability to follow confidentiality policies and procedures.
• Ability to navigate and use electronic equipment and systems easily and proficiently.
• Ability to multitask on a personal computer while conducting telephone conversations.
• Ability to work in a fast-paced call center environment.
• Ability to remain calm and courteous when handling difficult calls and requests.
• Effective verbal and listening skills to provide courteous and professional customer service.
• Effective PC skills, including electronic mail, intranet, and industry-standard applications.
• Experience with Microsoft Office (MS Word, Outlook)

Preferred Qualifications/Experience:

• Bilingual Spanish-English.