Customer Service Representative I

Customer Service Representative

We are seeking a caring and dependable Customer Service Representative to support our members and patients with empathy, professionalism, and a strong commitment to service excellence. This role is ideal for someone who is a flexible team player, enjoys helping others, and thrives in a fast-paced environment. Healthcare experience is preferred and compassion is essential — your ability to truly understand member needs will make a meaningful difference every day.

Location: Sentara Park (Hampton Roads) or Sentara Health Plans - Glen Allen (Richmond). Candidates must reside in the Hampton Roads or Central Richmond area. Schedule: Full-Time | Monday–Friday | 8:00 AM–6:00 PM. Weekends/Holidays: None.

Work Arrangement: Hybrid — primarily remote with occasional onsite presence (a few times per month) required at either Sentara Park (Hampton Roads) or Glen Allen (Richmond).

In this role, you will handle incoming phone calls and provide support related to member eligibility, prescription benefits, claim payment questions, patient billing inquiries, payment plans, scheduling, and general service needs. You will research and resolve inquiries while delivering an exceptional service experience through clear communication, accuracy, and education.

Responsibilities

• Respond to incoming member and patient calls in a timely, professional, and compassionate manner
• Research and resolve inquiries regarding eligibility, benefits, claims, and billing
• Assist patients with updating billing information and establishing payment plans
• Document interactions accurately and follow required processes and procedures
• Collaborate with team members to ensure seamless service delivery
• Maintain confidentiality and adhere to compliance and privacy standards
• Consistently provide quality service and customer satisfaction

Education

• HS - High School Grad or Equivalent

Certification/Licensure

• No specific certification or licensure requirements

Experience

• 2 years Customer service experience required
• Previous customer service or call center experience required
• Healthcare or health-insurance experience preferred
• Previous customer service or call center experience strongly desired
• Strong verbal communication and active listening skills
• Empathetic, patient, and service-oriented mindset
• Ability to multitask and problem-solve in a fast-paced environment
• Comfortable working both independently and as part of a team
• Basic computer and data entry skills

Benefits: Caring For Your Family and Your Career

• Medical, Dental, Vision plans
• Adoption, Fertility and Surrogacy Reimbursement up to $10,000
• Paid Time Off and Sick Leave
• Paid Parental & Family Caregiver Leave
• Emergency Backup Care
• Long-Term, Short-Term Disability, and Critical Illness plans
• Life Insurance
• 401k/403B with Employer Match
• Tuition Assistance – $5,250/year and discounted educational opportunities through Guild Education
• Student Debt Pay Down – $10,000
• Reimbursement for certifications and free access to complete CEUs and professional development
• Pet Insurance
• Legal Resources Plan
• Colleagues have the opportunity to earn an annual discretionary bonus if established system and employee eligibility criteria is met.

Sentara Health is an equal opportunity employer and prides itself on the diversity and inclusiveness of its close to an almost 30,000-member workforce. Diversity, inclusion, and belonging is a guiding principle of the organization to ensure its workforce reflects the communities it serves.

In support of our mission "to improve health every day," this is a tobacco-free environment.

For positions that are available as remote work, Sentara Health employs associates in the following states: Alabama, Delaware, Florida, Georgia, Idaho, Indiana, Kansas, Louisiana, Maine, Maryland, Minnesota, Nebraska, Nevada, New Hampshire, North Carolina, North Dakota, Ohio, Oklahoma, Pennsylvania, South Carolina, South Dakota, Tennessee, Texas, Utah, Virginia, Washington, West Virginia, Wisconsin, and Wyoming.