Vice President, Customer Service Operations

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 company’s mission, actively engage in problem-solving, and take ownership of your work daily. 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 seeks a Vice President of Customer Service Operations to join our growing team.

Job Summary:

Acentra Health is seeking an experienced executive leader with a strong background in contact center and customer service operations within the healthcare services sector. The ideal candidate will have a proven ability to enhance operational capabilities through process standardization, team development, and a strong organizational culture. This leader will bring a hands-on approach and a sense of urgency to drive results in our dynamic, fast-paced environment. The successful candidate will work to optimize our existing call center operations, develop a plan for providing and measuring “best-in-class” service, and develop a cohesive customer service experience strategy that supports growth and innovation.

As the Vice President of Customer Service Operations, your work would encompass a diverse range of responsibilities aimed at streamlining operations and enhancing Acentra Health’s footprint in customer service. The ideal candidate will contribute to strategic planning, operational leadership and team management, process design and optimization, performance and quality monitoring, training development, change management, customer engagement, and continuous improvement.

Job Responsibilities:

• Manage all aspects of customer service operations, including workforce, budget, training, quality assurance, reporting and analytics, and compliance

• Collaborate with senior management to develop short and long-term strategic plans for call centers, customer support, and administrative support activities

• Develop and implement strategies to standardize workflow patterns, tools, and operational processes to ensure consistency and efficiency across operations

• Evaluate and enhance current reporting tools and performance measurements to support data-driven decision making

• Develop and track key performance indicators (KPIs) to monitor call center and customer service performance and identify areas for improvement

• Develop an optimized and effective organizational structure that unites cross-functional teams for best-in-class performance

• Establish and maintain best-in-class quality assurance processes and measurements to ensure high standards of customer service and performance

• Optimize workforce management (WFM) and scheduling to maximize agent productivity and service levels

• Oversee technology transformations through partnerships with Product, IT, and Sales

• Lead change management initiatives to align and standardize unified operations strategies

• Evaluate, select, implement, and manage intelligent IVR, call flow designs, and omnichannel strategies to optimize contact center operations and enhance customer and patient experience

• Drive spending and cost reduction while maximizing business value through effective cost management strategies

• Establish a service culture while executing transformational projects and continuous improvement initiatives

Requirements

• Bachelor’s Degree or higher in business administration, operations management or a related field
• Minimum of 10+ years of progressive professional experience in customer service operations, to include contact center operations
• 7+ years in leadership position
• 5+ years of workforce management and oversight of telephony implementations
• 5+ years of relevant healthcare experience
• Proven experience managing hybrid, multi-site customer service operations, to include inbound/outbound dialing and omnichannel solutions
• Expertise in centralizing customer service and administrative functions, standardizing workflows, documentation, and processes
• Successful implementation and utilization of contact center KPIs and metrics to enhance customer satisfaction
• Strong financial, quantitative, and analytical skills, with experience