Remote Customer Service Representative

Required Skills & Experience

• 2+ years of customer service experience
• High school diploma or GED
• Experience working in a healthcare/medical environment
• Strong phone-based customer service and communication skills
• Must reside in a Sentara-approved state

Nice to Have Skills & Experience

• Medical billing or revenue cycle customer service experience
• Working knowledge of copays, deductibles, and coinsurance
• Familiarity with medical billing and insurance terminology
• Epic experience
• NICE CXone or similar contact center platform experience

Job Description

Insight Global is seeking a qualified Customer Service Representative to support one of our large healthcare clients. This candidate will support patients and members by researching and resolving telephone inquiries while delivering high-quality customer service. Day to day will include but it is not limited to:

• Handle approximately 45 to 50 inbound patient or member calls per day in a high-volume call center environment.
• Research and resolve questions related to billing, payments, insurance, member eligibility, prescription benefits, and claim payments.
• Assist patients with copays, deductibles, coinsurance, payment inquiries, billing updates, and payment plan options.
• Support patient service needs, including updating billing information and patient scheduling.
• Work toward first-contact resolution for standard inquiries whenever possible.
• Clearly explain billing, insurance, and account information to patients or members.
• Provide high-quality customer service through effective communication and patient education.
• Recognize when an issue requires additional support and appropriately connect with or soft transfer to Tier 2.
• Research patient accounts, document activity, and complete account-related work within Epic.
• Accurately enter and update information while actively communicating with patients or members.
• Follow Sentara-provided scripts, workflows, and established processes.
• Maintain efficient call handling, with a target average handle time of approximately five minutes or less for standard first-contact-resolution calls.
• Participate in ongoing training as workflows and processes evolve.
• Work independently in a fully remote environment while remaining available and ready to accept calls throughout the scheduled shift