Customer Service Representative (Remote)

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 company’s mission, actively engage in problem-solving, and take ownership of your work daily. 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 seeks a Remote Customer Service Representative to join our growing team. 

Job Summary

Join our North Carolina team as a Customer Service Representative and become an essential player in the vital prior authorization process. In this dynamic role, you will be the first point of contact for our customers, handling incoming calls with a blend of professionalism and care. Your day-to-day responsibilities will include responding to customer inquiries, resolving complaints, and fulfilling requests with precision and adherence to our strict internal policies and procedures.

Your role is not just about answering calls—it's about creating a positive impact with every interaction. With your deep understanding of our organization's services, you will be equipped to offer solutions and support that go beyond the ordinary, striving not only to meet but to exceed productivity and quality standards. As part of our customer service team, your contributions will be key to maintaining the high level of customer service.

Job Responsibilities

• Develop and maintain a comprehensive understanding of internal policies, procedures, and services, encompassing both departmental and operational aspects.
• Efficiently utilize automated systems for logging and retrieving information, ensuring accurate and timely data entry for electronic faxes.
• Handle inquiries from customers or providers through various channels such as telephone, email, fax, or mail, delivering responses within specified turnaround times.
• Respond to telephone inquiries and complaints promptly, accurately, and courteously, strictly adhering to standard operating procedures.
• Engage with hospitals, physicians, beneficiaries, and other program recipients to facilitate effective communication.
• Investigate and resolve customer problems, escalating challenging situations to the appropriate party when necessary.
• Meet or exceed standards for call volume and service level as per department guidelines.
• Initiate files by collecting …