[Hiring] Continuity of Care Support Representative @TEKsystems

Role Description

Seeking Continuity of Care Support Representatives to assist patients with questions related to health plan network changes, continuity of care processes, treatment plans, provider access, and insurance-related resources. This role focuses on educating and guiding patients through complex situations while providing outstanding customer support.

Key Responsibilities

• Respond to inbound patient inquiries regarding continuity of care
• Assist patients in locating information needed to complete insurance forms
• Create, track, and resolve patient cases requiring additional research
• Support questions related to treatment continuity, provider access, and out-of-network costs
• Document all patient interactions and case resolutions
• Coordinate with internal departments to obtain necessary patient information
• Follow established FAQs, scripts, and escalation procedures
• Provide empathetic support to patients navigating healthcare decisions

Qualifications

• Previous healthcare customer service, patient access, insurance verification, billing, or call center experience
• Strong communication and critical thinking skills
• Ability to research, document, and manage case follow-up activities
• Comfortable handling sensitive patient concerns
• Experience with Epic or healthcare systems preferred
• Ability to work in a fast-paced, high-volume contact center environment

Requirements

• Minimum of one to two years of customer service experience
• Experience working in an inbound contact center, call center, or queue-based phone environment
• Strong verbal communication and active-listening skills
• Ability to explain complicated healthcare or financial information in plain language
• Strong attention to detail and accurate documentation
• Ability to work independently in a remote environment
• Reliable attendance and punctuality
• Ability to follow scripts and procedures while still creating a positive, human patient experience
• Comfortable assisting patients who may be anxious, confused, frustrated, or concerned about losing access to established physicians
• Ability to protect confidential patient and financial information
• Comfortable working within a project where information, call volume, and procedures may change quickly
• Ability to receive feedback and adjust to updated FAQs, escalation routes, and workflows
• Willingness and ability to complete Sentara's required onboarding, screening, employment verification, and education verification before work

Benefits

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

Job Type & Location

This is a Contract position based out of Chesapeake, VA.

Application Deadline

This position is anticipated to close on Oct 23, 2026.

Workplace Type

This is a fully remote position.