Lead Customer Service Representative - Hybrid Opportunity

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 are a team of experienced and caring leaders, clinicians, pioneering technologists, customer service professionals 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.

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.

Position Overview

As the Lead Customer Service Representative, you will take an instrumental role in supporting our Supervisor in overseeing the dynamic customer service domain and its dedicated team. Your commitment to maintaining an up-to-date understanding of our internal policies, procedures, and a comprehensive range of services, both at the departmental and operational levels, will be a key asset to our organization. Your active involvement in monitoring and enhancing productivity and quality standards within the department will play a crucial role in ensuring we consistently meet our contractual commitments while operating efficiently within budgetary constraints. Your dedication to these responsibilities will help us maintain a stellar track record of delivering exceptional customer service.

Role Responsibilities

In this role, you will

• Efficiently manage and supervise daily tasks within the customer service department, ensuring performance standards are consistently met.
• Engage with hospitals, physicians, beneficiaries, and program recipients, demonstrating exceptional communication skills.
• Handle inquiries from customers and providers through various channels, including telephone, email, fax, or mail, and ensure timely responses.
• Collaborate with the Customer Service Supervisor to address complex and unresolved issues effectively.
• Contribute to the training and development of new customer service team members.
• Resolve issues and effectively address customer complaints during inbound calls.
• Monitor service calls to assess employee demeanor, technical accuracy, and adherence to company policies.

The list of accountabilities is not intended to be all-inclusive and may be expanded to include other education- and experience-related duties that management may deem necessary from time to time.

Basic Qualifications

To thrive in this role, you should have

• Minimum 3 - 4 years of prior, demonstrable customer service experience within a healthcare or insurance environment, with transferable skills suitable for this role.
• The ability to identify and resolve problems promptly, analyze information effectively, and collaborate in group problem-solving scenarios. Additionally, you should maintain composure in challenging situations.
• Proficiency in Microsoft software applications such as Word, Excel, PowerPoint, and Access.
• A collaborative and positive team spirit