Customer Service Supervisor - (Hybrid) - Cary North Carolina

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.

Customer Service Supervisor (Hybrid)

• Are you an experienced Customer Service Supervisor looking for a new challenge?
• Are you looking to join a team that ensures a collaborative and inviting culture where everyone can thrive?

If so, you might be our next new team member!

Position Overview

As the backbone of our customer service operations, Supervisors play a pivotal role in guiding and mentoring our Customer Service Representatives, ensuring not only adherence to stringent quality and timeliness Service Level Agreements (SLAs), but also fostering a culture of excellence and growth within our team.

Role Responsibilities

• Monitors service calls to observe employee demeanor, technical accuracy, and conformity to company/contract policies. Conducts internal quality monitoring activities.
• Answers questions and recommends corrective action to address customer complaints within contract guidelines and Kepro policy.
• Communicates and follows up to ensure representatives are fully informed of all new information related to products, procedures, customer needs and company related issues, changes, or actions.
• Assists in determining work procedures, work schedules, and expedites workflows.
• Consults with management staff on complicated or complex unresolved issues or precedent setting decisions.
• Ensures customer service-related deliverables of all assigned contracts are met.
• Contributes to building a positive team spirit.
• Adept at dealing with contract and provider relationships.

Required Qualifications, Knolwedge and Skills

To excel in this role, you should possess:

• A minimum of 4 to 5 years of experience in a Call Center environment is required.
• A minimum of 1 year of experience in a supervisory role is required.
• Strongly preferred: Experience in a healthcare or insurance environment.
• Associate degree preferred or equivalent experience.
• Ability to identify and resolve problems promptly, gather and analyze information effectively, and collaborate in group problem-solving situations while maintaining composure under pressure.
• Customer service focus: Promptly respond to customer needs, solicit feedback for service improvement, fulfill service requests, and meet commitments.
• Proficiency in Microsoft applications (Word, Excel, PowerPoint, Outlook) and call center technologies/customer service management systems.
• Effective communication skills: Speak clearly and persuasively in both positive and negative situations, actively listen, and seek clarification when needed.

Nice to Have

Additional qualifications that would be beneficial:

• Completion of medical terminology course(s).
• Knowledge of medical terminology and/or experience in the health insurance industry.
• Bilingual proficiency in Spanish and English.

Why us?

We are a team of experienced and caring leaders, clinicians, pioneering technologists, and industry professionals who come together to redefine expectations for the healthcare industry. State and federal healthcare agencies, providers, and employers turn to us as their vital partner to ensure better healthcare and improve health outcomes.

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

Benefits are a key component of your rewards package. Our benefits are designed to provide you with additional protection, security, and support for both your career and your life away from work. Our benefits include comprehensive health plans, paid time off, retirement savings, corporate wellness, educational assistance, corporate discounts, and more.

Compensation

The compensation for this role is $58,000.00 - $65,000.00 base salary. Based on our compensation program, an applicant’s position placement in the pay range will depend on various considerations, such as years of applicable experience and skill level.

We know your time is valuable and we thank you for applying for this p