Department and Name: SMG Central Scheduling- Consolidated Hospital Support
Physical Location: Harrisonburg, VA
Location Type: Remote
Employment Status: Regular-Full time
Shift: First (Days)
Job Overview
Overview
The Customer Service Representative (CAC) handles all aspects of member/patient support, focusing on timely research and resolution of telephone inquiries. This role manages incoming calls to address questions about member eligibility, plan prescription benefits, and claim payment issues, as well as patient service needs such as updating billing information, establishing payment plans, resolving payment inquiries, and scheduling.
Success in this role requires clear communication, accurate documentation, strong problem-solving, and a service-oriented mindset to ensure an excellent experience on every call.
Education
High school diploma or equivalent (Required)
Certification/Licensure
No specific certification or licensure requirements
Experience
- 1+ year of customer service experience (healthcare or contact center environment preferred)
- Experience assisting callers with eligibility/benefits, claims/payment resolution, billing updates, payment plans, and appointment scheduling
- Proficiency with CRM/EMR or call-tracking systems; accurate call documentation and follow-through
- Strong communication, de-escalation, and problem-solving skills; ability to manage a high call volume and meet performance KPIs
- Commitment to accuracy, confidentiality, and HIPAA/privacy compliance
About Us
Sentara Health, an integrated, not-for-profit health care delivery system, celebrates more than 135 years in pursuit of its mission – “we improve health every day.” Sentara is one of the largest health systems in the U.S. Mid-Atlantic and Southeast, and among the top 20 largest not-for-profit integrated health systems in the country, with 34,000 employees, 12 hospitals in Virginia and Northeastern North Carolina including 10 hospitals with the prestigious Magnet® recognition, and the Sentara Health Plans division which serves more than 1 million members in Virginia and Florida. Sentara is recognized nationally for clinical quality and safety, and is strategically focused on innovation and creating an extraordinary health care experience for our patients and members. Sentara was named a Health Quality Innovator of the Year (2024), was recognized by Forbes as “America’s Best-In-State Employer” (2024), “Best Employer for Veterans” (2022, 2023), and “Best Employer for Women” (2020), and named to IBM Watson Health’s “Top 15 Health Systems” (2021, 2018).
