Customer Service Representative Supervisor (Remote)

Acentra Health exists to empower better health outcomes through technology, services, and clinical expertise. Our mission is to innovate health solutions that deliver maximum value and impact. 

Lead the Way is our rallying cry at Acentra Health. Think of it as an open invitation to embrace the mission of the company; to actively engage in problem-solving; and to take ownership of your work every day. Acentra Health offers you unparalleled opportunities. In fact, you have all you need to take charge of your career and accelerate better outcomes – making this a great time to join our team of passionate individuals dedicated to being a vital partner for health solutions in the public sector. 

Acentra is looking for a Customer Service Supervisor to join our growing team.

Job Summary:

The role of the Customer Service Supervisor is to oversee the daily operations and management of the Customer Service Department. This includes supervising, coordinating, and conducting performance reviews for employees engaged in customer service functions.

Responsibilities:

• Plan, prepare, and coordinate work schedules in line with budgets, workloads, and business needs
• Train staff in all aspects of contract requirements
• Aid staff in resolving issues and completing their work
• Monitor calls for Quality Assurance, review call center statistics, and inform management of performance compared to baseline standards
• Research provider questions on authorization status, submission issues, and general queries
• Track and record call data
• Make outbound calls to facilities, providers, or recipients as needed
• Initiate call transfers to clinicians and management staff
• Maintain ongoing updates to the Training Manual and related operational policies, ensuring staff is up to date
• Supply courteous and prompt service to all internal and external customers
• Prioritize and address requests and assignments professionally
• Ensure customer confidentiality is maintained
• Identify opportunities and recommend methods to improve service work processes and financial performance
• Assist with implementing quality improvement initiatives
• Assist in setting targets for individuals and teams
• Assist in hiring and onboarding new employees
• Respond to staff questions and provide feedback
• Devise ways to optimize procedures and keep staff motivated
• Measure performance using key metrics such as call abandonment and call waiting
• Ensure adherence to attendance policies and established procedures
• Inform management of issues and problems
• Prepare monthly/annual results and performance reports
• Conduct performance reviews of department employees and initiate corrective actions as necessary
• Create standard operating procedures or job aids to effectively communicate and train the team
• Monitor and know key performance indicators such as average wait time, handle time, call center metrics, and turnaround time for processing to understand staff performance drivers
• Supervise customer service telephone line coverage within contract parameters of wait time, average speed of answer, and abandonment rates

Requirements

• High School diploma

• 3+ years of experience in a call center setting, healthcare setting
• Knowledge of medical terminology is required

Preferred Qualifications/Experience:

• Proficient in Microsoft Excel and other Microsoft Office applications
• ACD phone systems knowledge
• Experience managing multi-line phones
• Excellent organizational and multi-tasking skills
• Ability to prioritize tasks, manage workloads, and meet deadlines
• Exceptional writing and oral communication abilities
• Maintain a professional manner and demeanor
• Punctual and dependable
• Adaptability to changing business needs
• Ability to work with confidential information
• Excellent customer service skills
• Ability to collaborate effectively with team members and thrive in a collaborative work environment
• Bilingual in English and Spanish is preferred

Benefits

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