Customer Service Representative

*Must have the COVID 19 and Flu vaccination*

- Full time Monday to Friday 8am to 5pm

- Training will be 3-6 months in person, after training will have the opportunity to work hybrid remote based on performance

- Pay: 17 to 22 an hour based on prior experience, weekly pay

- Location: Norfolk Virginia 23502

We are looking for:

- Candidates with prior healthcare and call center experience

- Familiar with insurance plans including commercial, medicare, and / or medicaid

- Knowledge of Diagnosis codes (ICD 9-10) and procedure codes: CPT and HCPCS

Primary responsibilities include:

• Responsible for handling incoming calls to effectively address eligibility, claim, and payment issues
• May be required to provide off-phone assistance to customers and department leadership
• Ability to work in a fast-paced environment to assist carriers and update billing information, establish payment plans, screen callers for financial assistance, and resolve charge and payment inquires
• Ability to work in a fast-paced contact center handling incoming calls pertaining to payment resolution and patient inquiries. Must possess good listening skills and be able to communicate verbally with callers in a clear, concise, and professional manner
• Provide quality service and customer satisfaction through effective communication
• Responsible for all areas of customer service as it pertains to research and resolution
• Handle (average) 50-70 inbound calls daily

• Training:

• Overall training will take place anywhere from 3-6 months, this will be in person
• week 1 - Customer operations, fundamental training
• week 2 - systems training
• week 3 & 4 - contact center systems training
• week 5 - DSU training, specific product and systems training
• week 6 - Nesting on the call floor with CSR IVs to gain live experience

Metrics:

• Meets the attendance policy to include work, meetings, and scheduled training
• Follow assigned work schedule based on business needs
• Maintain professional, positive, respectful, and enthusiastic demeanor
• Must demonstrate Sentara Commitments.
• Adherence to all other company and department policies
• Complete and successfully pass 100% of all required training in Workday as required
• Goal 95% - no more than 2 consecutive months below - 3rd will result in termination
• Perform within 15% of average calls per hour for assigned skills
• Meet or exceed current company minimum monthly

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