Customer Service Supervisor ( Hybrid)

Following a 2022 merger of CNSI and Kepro, Acentra Health combines clinical services, technology solutions, and data analytics to accelerate better health outcomes. This is a great time to join our team of passionate individuals working together to pursue the most effective solutions to today’s complex healthcare challenges. Our culture is fueled by passion and driven by purpose.

Why us?

At Acentra Health, we invest in your skills, offering abundant resources and opportunities for professional development and personal growth. As a rapidly growing national quality improvement and care management organization, we genuinely care about the communities we serve and actively contribute to their well-being. We believe in providing you with the opportunity to excel in your areas of expertise, allowing you to shine at what you do best. Our commitment to continuous learning, development, and fostering career growth ensures that you can reach your full potential and thrive in your professional journey!

Singularly Focused. Mission Driven

Accelerating Better Outcomes is our Mantra! We are mission-driven to innovate health solutions that deliver maximum value and impact.

We do this through our People.

You will have meaningful work that genuinely improves people's lives across the country. We are a company that cares about our employees, and we give you the tools and encouragement you need to achieve the finest work of your career. Benefits are a key component of your rewards package. Our benefits are designed to provide you additional protection, security, and support for both your career and your life away from work. We offer competitive salaries/pay, fantastic benefits including comprehensive health plans, paid time off, retirement savings, corporate wellness, educational assistance, corporate discounts and more.our next new team member!

Position Overview

Responsible for the day-to-day operations and management of the Customer Service Department. Supervises, coordinates and conducts performance reviews for employees engaged in customer service functions. Conducts and coordinates with Human Resources in the recruitment and selection of qualified candidates for employment within the department.

Role Responsibilities

In this role, you will

• Plans, prepares and coordinates work schedules according to budgets, workloads and business requirements.
• Trains Customer Service staff in all aspects of contract requirements.
• Assists Customer Service Reps in resolving problems and completing work.
• Review call center statistics and notify management of performance relative to baseline standards.
• Research provider questions regarding status of authorizations, submission issues and general questions.
• Understands when to escalate a call to a management team member.
• Initiates outbound calls as necessary to facilities, providers or recipients.
• initiates transfer of calls to clinicians and management staff, as appropriate.
• Maintains ongoing changes to Training Manual and related Operational Policies including Policy Manual Updates.
• Provides courteous and prompt service to all internal and external customers.
• Prioritizes and addresses requests and assignments in a professional manner to develop cooperative relationships and to ensure that customer confidentiality is assured.
• Identifies opportunities and recommends methods to improve service, work processes and financial performance, e.g., expense management. Assists in the implementation of quality improvement initiatives.
• Conducts performance reviews of department employees and initiates corrective action as necessary.
• Maintains open line of communication with supervisor and reports all related issues for effective management of the department.
• Answers all calls in a pleasant and professional manner.
• Enters all call data for tracking purposes.
• Monitors calls for Quality Assurance.
• Performs other services as required.

Basic Qualifications

• To thrive in this role, you should have
• Three to five years’ experience in call center setting, healthcare setting preferred.
• Familiarity with medical terminology preferred.
• Must be proficient in Windows and Microsoft Office products.
• Experience with multi-line phones. ACD phone systems knowledge required.
• Excellent organizational and multi-tasking skills.
• Ability to prioritize tasks, manage workloads, and meet deadlines.
• Strong verbal and written communication skills.
• Detail-oriented, with demonstrated accuracy in work products.
• Punctual and dependable.
• Strong customer service orientation a