Customer Service Representative, Credentialing & Onboarding

Company Overview

Accel Health is a SaaS platform that automates physician credentialing and payer enrollment. Our software handles primary source verification, enrollment, and ongoing compliance monitoring—freeing healthcare organizations from spreadsheets and manual data entry so providers get credentialed right the first time. By cutting credentialing timelines from months to days and pairing our technology with a US-based team of experienced specialists, we help practices get providers enrolled with payers, and paid, faster. We believe in transparency and are committed to giving healthcare organizations real-time visibility into every provider's credentialing journey.

About the Role

As a Customer Service Representative at Accel Health, you'll be the frontline point of contact for the healthcare organizations and physicians who rely on our platform. You'll bring a strong credentialing background and solid support instincts, fielding credentialing and enrollment questions, resolving day-to-day issues through our ticket queue, and guiding new customers through a smooth onboarding experience. This role sits at the intersection of credentialing operations, support, and customer success, so comfort moving between hands-on credentialing work, reactive troubleshooting, and proactive onboarding is key.

Key Responsibilities

Own Credentialing Support: Serve as the go-to resource for customer questions about provider credentialing, enrollment, and re-credentialing cycles. Help customers understand and stay ahead of requirements around primary source verification, payer enrollment, and credentialing timelines, keeping the placing process moving.

Maintain Credentialing Accuracy: Track credentialing status across customer accounts, proactively follow up on missing, pending, or expiring items, and keep records complete and current—flagging compliance risks early and partnering with internal credentialing specialists on complex enrollment or verification issues.

Provide Responsive Support: Own a queue of customer support tickets via chat, email, or phone, prioritizing by urgency and SLA and resolving issues end to end to ensure a smooth and professional user experience.

Resolve Issues & Escalate When Needed: Identify the root cause of problems and either resolve them directly or escalate to the appropriate product or engineering teams while keeping the customer informed.

Lead Onboarding & User Setup: Guide new customers—healthcare organizations, recruiters, and physicians—through setup, live walkthroughs, and initial platform navigation. Collect and validate credentialing data (provider records, licenses, CAQH profiles, payer enrollment details) so users feel confident and ready to use the system from day one.

Capture Feedback & Improve the Experience: Document recurring pain points, feature requests, and customer insights, and communicate them to the product team to improve the platform and enhance overall satisfaction.

Qualifications

• 2+ years of customer service, support, or account management experience, preferably in healthcare or SaaS
• Hands-on experience with provider credentialing and payer enrollment
• Working knowledge of credentialing concepts and workflows: CAQH, primary source verification, re-credentialing cycles, payer enrollment, and credentialing timelines
• Comfort managing a ticket queue and juggling competing priorities
• Strong communication skills with the ability to translate technical concepts to non-technical audiences
• Experience with CRM platforms and support ticketing systems
• Detail orientation, especially with data accuracy and compliance-sensitive information
• Healthcare industry knowledge preferred; understanding of healthcare data privacy expectations (e.g., HIPAA) a plus

Position Details

Job title: Customer Service Representative, Credentialing & Onboarding - Accel Health

Position type: Job

Location type: Remote

Schedule: Full time

Employment duration: Permanent

Benefits: Vision, Medical, Dental; Paid time off