Lead Customer Service Representative - 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.

Lead Customer Service Representative

• Are you an experienced Lead Customer Service Representative 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!

Who we need:

As the Lead Customer Service Representative, you'll play a crucial role in supporting our Supervisor in overseeing our dynamic customer service team and operations. With a deep understanding of our internal policies, procedures, and services, you'll help maintain a smooth workflow while ensuring exceptional productivity and quality standards. Your dedication will be instrumental in meeting contract deliverables within budgetary constraints, driving our service excellence to new heights.

Role Responsibilities

• Supervise and prioritize daily workload in customer service areas to ensure adherence to performance standards.
• Monitor service calls to assess employee demeanor, technical accuracy, and compliance with company policies.
• Resolve issues and handle customer complaints effectively during incoming calls.
• Assist in the training of new customer service staff, ensuring smooth onboarding processes.
• Collaborate with the Supervisor, Customer Service, to address complicated or unresolved issues.
• Respond to customer or provider inquiries via telephone, email, fax, or mail within specified turnaround times.
• Interact with hospitals, physicians, beneficiaries, and other program recipients to facilitate effective communication and resolution.
• This list of responsibilities is not exhaustive and may include additional duties deemed necessary by management.

Required Qualifications, Knolwedge and Skills

To excel in this role, you should possess:

• A minimum of 3 years of demonstrated customer service experience in a healthcare or insurance environment is required for this role.
• High School diploma or equivalent.
• Proficiency in preparing cases for medical review, medical terminology, and quality assurance practices.
• Strongly preferred: Prior experience in workload management and supervision.
• Ability to identify and resolve problems promptly, analyze information effectively, and collaborate in group problem-solving situations while maintaining composure under pressure.
• Customer-focused mindset: Promptly respond to customer needs, solicit feedback for service improvement, and consistently meet commitments.
• Effective communication skills: Speak clearly and persuasively, actively listen, and seek clarification when necessary.
• Foster a positive team spirit and contribute to a collaborative work environment.
• Knowledge of Microsoft software applications, including Word, Excel, PowerPoint, and Access.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations will be made as required by law in an attempt to enable an individual with a disability to perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to sit for prolonged periods of time; key and/or control objects; interact extensively with internal and external customers; occasionally lift and/or move objects weighing up to 10 pounds; and occasionally travel within the state.

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. O