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Acentra Health · 9 hours ago

Customer Service Representative (Bilingual - Remote - SCA)

United States

Full-time

Remote

Entry Level

$15.85/hr - $19.81/hr

2+ years exp

Acentra Health exists to empower better health outcomes through technology, services, and clinical expertise. The Customer Service Representative is responsible for supporting the Medicare Appeal process by answering incoming telephone calls, resolving customer questions, complaints and requests adhering to internal policies and procedures.

Health Care

Responsibilities

Develops and maintains 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 response within required turnaround times

Responds to telephone inquiries and complaints in a prompt, accurate, and courteous manner following standard operating procedures

Interacts with hospitals, physicians, beneficiaries, or other program recipients

Investigates and resolves or reports 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 into the system

Serves as liaison between the Review Supervisors and external providers

Maintains logs and documents disposition of incoming and outgoing calls

Read, understand, and adhere to all corporate policies including policies related to HIPAA and its Privacy and Security Rules

Qualification

Customer service experienceBilingual (Spanish/English)PC proficiencyMedical terminologyHealth insurance knowledgeEffective verbal skillsEffective listening skillsCPTHCPCS codes