Acentra Health currently has 14 call centers spanning all U.S. time zones, offering over three decades of experience.
Accurate and timely eligibility application processing and information
Acentra Health provides application service center support to Medicaid and CHIP programs for individuals seeking to apply for and maintain eligibility for these programs.
We currently service members every day with application processing, identifying additional information needs, such as eligibility and medical documentation, and supporting access to services and healthcare. Our member‐centric staff training and approach promotes better provider and member engagement throughout the application processes.
Member-centric customer service
We understand that program members need to talk to a live person – a person who understands what they need and, with courtesy and speed, helps meet their needs with efficiency and accuracy. Our primary goal is to ensure that applicants speak to a live representative. Our representatives are trained in member‐centric customer service, are educated to assist with a variety of member needs, and are skilled to complete requests as efficiently and effectively as possible to promote the best customer experience.
Our focus on ensuring each call interaction being a positive experience is evidenced by our call center key-performance indicators and metrics, which meet or exceed industry standards in both calls and quality.
Preadmission Screening & Resident Review
Reliable, timely, and clinically-valid PASRR recommendations and determinations.
Level of Care Assessments
Ensure quality treatment in the least restrictive environment.
Behavioral Health Needs Assessment
Person-centered assessments for mental and behavioral health assessments.