Call Center and Relations Supervisor (Remote)

CNSI and Kepro are now Acentra Health!  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 Health is looking for a Call Center Lead to join our growing team!

Job Summary:

Acentra Health is currently looking for a Call Center Lead to join our WY state project! As the Call Center Lead, you will drive and direct the performance and behaviors of the team. The Lead reports to the Call Center & Relations Manager and develops Call Center Representatives, creates and maintains an environment of open communication, and leads by example. The Lead also forges solid relationships and empowers team members, laying the foundation for a high performing team.

This position is located in Cheyenne, Wyoming or remote to northern Florida (within occasional driving distance to Tallahassee)

The Call Center Lead is Responsible for supervising daily performance of call center representatives; coach and develop team members in all aspects of performance including, but not limited to metrics and behaviors related to the customer experience. Conduct performance evaluations, may assist in the employment decision, sets performance goals and objectives; manage employee issues regarding attendance, performance, conduct, and delivers appropriate corrective action as needed. Communicate policy updates and company information through team meetings, huddles and one-on-one development sessions. Make sure correct procedures are followed and routinely give directions to call center representatives on what to do and how to improve. Assist representatives in dealing with customer concerns by stepping in, offering advice, or authorizing a special adjustment. Schedule Call Center Representatives to ensure adequate coverage. Document all coaching/development sessions, utilizing designated tools, in a timely manner. Interact with cross-functional support groups in order to manage the day-to-day operations. Works cooperatively and collaboratively with all levels of employees, management, and external agencies to maximize performance, creativity, problem solving, and results.

Required Qualifications/Experience:

- High School diploma or GED

- 5+ years of work experience as related to job Call Center Lead specialty, with experience in dental, professional, and/or institutional provider areas.

- Experience with public health plans (or general health plan) and basic knowledge of billing/claims and healthcare policy.

Preferred Knowledge/Skills/Abilities: 

- Ability to work a flexible schedule to meet the needs of the business and performance requirements.

- Knowledge of management principles and familiarity with company policies.

- Bilingual - Spanish speaking a plus.

Job Responsibilities:

- Use the reporting capabilities of the telephony system to review call volume and staffing to verify that performance meets or exceeds commitments.

- Act as an escalation point of contact for specialized area calls such as dental, professional, or institutional provider areas.

- Conduct in-process quality review checks to ensure that call center staff are in conformance with the operational procedures for resolving member inquiries.

- Responsible for supervising daily performance of call center representatives; coach and develop team members in all aspects of performance including, but not limited to metrics and behaviors related to the customer experience.

- Conduct performance evaluations, may assist in the employment decision, sets performance goals and objectives; manage employee issues regarding attendance, performance, conduct, and delivers appropriate corrective action as needed.

- Communicate policy updates and company information through team meetings, huddles and one-on-one development sessions.

- Make sure correct procedures are followed and routinely give directions to call center representatives on what to do and how to improve.

- Assist representatives in dealing with customer concerns by stepping in, offering advice, or authorizing a special adjustment.

- Schedule Call Center Representatives to ensure adequate coverage. Docu