Overview

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–8:00 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).
*****Candidates must reside in the Hampton Roads or Central Richmond area.

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

Sentara Health, an integrated, not-for-profit health care delivery system, celebrates more than 135 years in pursuit of its mission – “we improve health every day.” Sentara is one of the largest health systems in the U.S. Mid-Atlantic and Southeast, and among the top 20 largest not-for-profit integrated health systems in the country, with 34,000 employees, 12 hospitals in Virginia and Northeastern North Carolina including 10 hospitals with the prestigious Magnet® recognition, and the Sentara Health Plans division which serves more than 1 million members in Virginia and Florida. Sentara is recognized nationally for clinical quality and safety, and is strategically focused on innovation and creating an extraordinary health care experience for our patients and members. Sentara was named a Health Quality Innovator of the Year (2024), was recognized by Forbes as “America’s Best-In-State Employer” (2024), “Best Employer for Veterans” (2022, 2023), and “Best Employer for Women” (2020), and named to IBM Watson Health’s “Top 15 Health Systems” (2021, 2018).

Learn more

A woman smiling as a healthcare worker helps her with arm exercises in a bright, sunlit room.
A woman smiling as a healthcare worker helps her with arm exercises in a bright, sunlit room.
A woman smiling as a healthcare worker helps her with arm exercises in a bright, sunlit room.

Our Culture

At Sentara, our differences are our strengths. The unique backgrounds, skills, and experiences that each Sentara colleague brings to work make Sentara special and allow us to deliver excellent service and care to our patients, members, and communities.

Our Benefits

We are committed to consistently enhancing our training, advancement tracks, work-life benefits, and more. Our goal is to make you feel more excited to be here every day!

Two female doctors in lab coats smiling and chatting in a hospital hallway.
Two female doctors in lab coats smiling and chatting in a hospital hallway.
Two female doctors in lab coats smiling and chatting in a hospital hallway.
Two nurses in scrubs smiling and chatting during a break, one holding a coffee cup in a bright hospital setting.
Two nurses in scrubs smiling and chatting during a break, one holding a coffee cup in a bright hospital setting.

The Sentara Nursing Experience

Making a meaningful impact on health requires compassion, dedication, continuous learning, teamwork and collaboration. At Sentara, we also recognize that in valuing the professional and personal well-being of our nurses, we build a stronger, more supportive workplace for our nurses. And that’s making us healthier from the inside out. These principles unite our nurses across various roles and locations.

Two nurses in scrubs smiling and chatting during a break, one holding a coffee cup in a bright hospital setting.
Surgical assistant in scrubs and mask operates medical monitor in an operating room with other staff in the background.

The Sentara Clinical Experience

No matter where you choose to join us, in an inpatient or outpatient setting, you will be part of an interdisciplinary Clinical team passionate about quality care and patient safety. You will have access to the tools and technologies you need to succeed and the chance to learn and grow through training and educational programs so you can advance your career as a Clinical professional.

Smiling healthcare worker assists a male patient at a clinic front desk while another nurse works in the background.

The Sentara Support Services Experience

Each day, the Sentara Support Services team helps improve healthcare at more than 300 Virginia and Northeastern North Carolina sites. We perform various patient care activities, provide multiple services, and handle administrative functions that support our patients and their families. These vital functions include assisting the medical team in all aspects of medical care, such as treatments, procedures, and diagnostic and laboratory testing.

Smiling medical professionals in scrubs and a lab coat sitting at a table.

The Medical Group Experience

As part of Sentara Health, Sentara Medical Group providers have diverse opportunities across regions and inpatient and outpatient locations. For those providers based in one of 12 hospitals, we have close working relationships with the administration, ensuring a collegial and collaborative environment where all can come together around shared initiatives.

Guided by a dedicated board of providers, Sentara Medical Group not only offers leadership opportunities for its providers but also underscores the group’s crucial role in fulfilling Sentara’s overarching mission to meet the needs of our diverse patient populations, some of our most vulnerable communities. Our physicians and APPs enjoy opportunities for both personal and professional career growth through a network of resources aimed to cultivate an environment suitable for a lifelong career home.

Your Perspective Matters

Nurses are the heartbeat of our exceptional team. Our approach empowers nurses to actively participate in decision-making. Our nurses have a stake in shaping their workplace as well as their own career growth; one of the benefits of our focus on supporting and valuing team members. This framework encompasses our nursing mission, vision, values, philosophy, and the essential elements of our Professional Practice Model.

This image illustrates the Sentara Nursing Professional Practice Model. Read more about it on The Sentara Nurse Experience page.

Visual representation of the Sentara Nursing Professional Practice Model.

Our Award-Winning Care

Forbes 2024 America's Best-In-State Employers. Powered by Statista
Forbes 2023 The Best Employers for Veterans. Powered by Statista.
Virginia Values Veterans. Official V3 Certified Company
America's Greatest Workplaces for Women 2025. Newsweek. Plant-A Insights Group
2024 Health Quality Innovator of the Year
2024 LGBTQ+ Healthcare Equality High Performer. Human Rights Campaign. Healthcare Equality Index.
Magnet Recognized. American Nurses Credentialing Center.

We Are an Equal Opportunity Employer

Sentara Health is an Equal Opportunity Employer committed to the hiring, advancement, and fair treatment of every individual. Sentara and its affiliates do not discriminate against any individual or group of individuals on the basis of race, color, religion, ancestry, national origin, marital status, age, sex, sexual orientation, gender identity or expression, genetic information, physical or mental disability, pregnancy, medical condition, veteran status or any other legally protected characteristics.

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We Are an Equal Opportunity Employer

Sentara Health is an Equal Opportunity Employer committed to the hiring, advancement, and fair treatment of every individual. Sentara and its affiliates do not discriminate against any individual or group of individuals on the basis of race, color, religion, ancestry, national origin, marital status, age, sex, sexual orientation, gender identity or expression, genetic information, physical or mental disability, pregnancy, medical condition, veteran status or any other legally protected characteristics.

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