Remote Call Center Agent (Day or Night Shift)

Overview: Sentara Health Plans is seeking dedicated Call Center Agents to join a mission‑driven team that delivers compassionate, patient‑centered healthcare across Virginia and North Carolina. As a remote member of our customer service network, you will be the first point of contact for members seeking assistance with their health plans, appointments, and coverage questions. This role is essential to maintaining the high‑quality experience that distinguishes Sentara as a leader in integrated health services. You will work collaboratively with clinical and administrative teams to resolve inquiries efficiently while upholding our core values of empathy, integrity, and innovation. Whether on the day or night shift, you will contribute to a seamless continuum of care that impacts the health and well‑being of millions. The position offers a supportive environment that encourages professional growth, continuous learning, and the opportunity to make a tangible difference in the lives of our members. Join us to help shape the future of healthcare delivery through exceptional service and a commitment to excellence. Responsibilities: - Respond promptly to inbound member calls, emails, and chat inquiries, providing accurate information about health plan benefits, coverage options, and provider networks - Resolve complex service issues by coordinating with clinical, billing, and operations teams, ensuring timely and satisfactory outcomes for members - Document all interactions in the CRM system with detailed notes, following compliance and data‑privacy standards - Achieve key performance metrics such as average handle time, first‑call resolution, and customer satisfaction scores - Identify trends in member inquiries and relay insights to leadership for process improvement initiatives - Participate in ongoing training sessions to stay current on product updates, regulatory changes, and best practices in member service Requirements: - High school diploma or equivalent; associate degree or higher preferred - 2+ years of experience in a call center, customer service, or related field, preferably in healthcare or insurance - Excellent verbal and written communication skills with a strong customer‑focused attitude - Proficiency with CRM software and Microsoft Office Suite; ability to learn new technology platforms quickly - Demonstrated ability to handle high‑volume call environments while maintaining professionalism and empathy Benefits: - Competitive salary with annual performance bonuses - Comprehensive health, dental, and vision insurance plans - Flexible scheduling with day or night shift options and paid time off - Professional development stipend and tuition reimbursement for continued education