Acentra Health · 1 day ago
Customer Service Representative (Hybrid - Cary, NC)
Cary, NC
Full-time
Hybrid
Entry Level
$15.85/hr - $19.81/hr
2+ years expAcentra Health is dedicated to empowering better health outcomes through technology and services. They are seeking a Customer Service Representative to handle customer inquiries, resolve complaints, and ensure a positive experience while adhering to internal policies and procedures.
Health Care
Responsibilities
Develop and maintain a comprehensive understanding of internal policies, procedures, and services across departmental and operational areas
Efficiently use automated systems to log and retrieve information, ensuring accurate and timely data entry for electronic faxes
Handle inquiries from customers or providers through multiple channels including telephone, email, fax, and mail while meeting turnaround time requirements
Respond to telephone inquiries and complaints promptly, accurately, and courteously while following standard operating procedures
Communicate effectively with hospitals, physicians, beneficiaries, and other program recipients
Investigate and resolve customer concerns, escalating complex issues to the appropriate party when necessary
Meet or exceed department standards for call volume and service levels
Initiate files by collecting and entering demographic, provider, and procedure information into the system
Serve as a liaison between Review Supervisors and external providers to support collaboration
Maintain detailed logs and document the disposition of incoming and outgoing calls to ensure accurate record keeping
Read, understand, and adhere to all corporate policies including policies related to HIPAA and its Privacy and Security Rules
Qualification
Required
High school diploma or equivalent
Minimum of two years of customer service or telephone experience in a call center or similar environment
Strong verbal and listening skills with the ability to provide courteous and professional customer service
Effective computer skills including proficiency with email, intranet systems, and standard applications
Fluent English communication skills with clear telephone etiquette
Preferred
Successful completion of medical terminology coursework
Completion of medical terminology coursework is beneficial
Knowledge of medical terminology or experience in the health insurance industry
Bilingual proficiency in Spanish and English
Ability to competently use phone systems
Strong research and investigative skills
Familiarity with medical terminology is an advantage
Ability to adhere to confidentiality policies and procedures
Comfort navigating and utilizing electronic systems and equipment
Ability to multitask on a computer while engaging in phone conversations
Ability to work efficiently in a fast paced call center environment
Demonstrated ability to remain calm and professional when handling challenging calls
Benefits
Comprehensive health plans
Paid time off
Retirement savings
Corporate wellness
Educational assistance
Corporate discounts
Company
Acentra Health
Acentra Health is a provider of clinical services and technological solutions to government healthcare organizations.
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
unknown2022-11-09Acquired
Leadership Team
Grant Christie
Senior Vice President, Market Strategy and Solutions
Patricia Obermaier
EVP and Chief Growth Officer
Recent News
2025-12-16
Washington Technology
2025-12-13
Company data provided by crunchbase