Call Center, Supervisor

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, Supervisor to join our growing team.

Job Summary:

• The call center supervisor monitors employee performance serves as a backup to the call center manager, and projects a professional company image. They may support multiple departments and assist with project-specific projects.

Responsibilities:

• Serve as a backup point of contact with provider and claimant issues/inquiries regarding Billing, Enrollment, Portal and Authorizations.
• Handle escalated calls with timely resolve to prevent further escalation, or complaints.
• Support customer service representatives addressing operational questions, issues, and problems to establish a knowledge base and create process/training materials.
• Monitor daily performance to identify training needs and assess the success of recent training, whether for a single representative, a specific process, or all clients.
• Conduct new hire training and cross-training on systems, processes, and criteria review for all clients.
• Dedicate time to monitoring representatives and providing feedback on monitoring outcomes.
• Meet or exceed production, quality, attendance, and adherence standards.
• Adhere to all company policies and procedures.
• Provide or assist in training other employees.
• Conduct quality monitoring, feedback, and reporting.
• Be visible and manage by walking around the call center; remain available to answer questions.
• Read, understand, and adhere to all corporate policies including policies related to HIPAA and its Privacy and Security Rules."

Required Qualifications

• High School graduate or GED required.
• Call center experience
• 3-5 years of call center management or supervisor experience
• Proficient in using computer systems and quick to grasp customer service software applications.
• Must be able to work 8 hour shifts and be available to work between the hours of 8am- 8pm based on business needs

Preferred Qualifications

• Bachelor's degree highly desirable.

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. Our benefits include comprehensive health plans, paid time off, retirement savings, corporate wellness, educational assistance, corporate discounts, and more.

Compensation

The pay range for this position is listed below.

"Based on our compensation philosophy, an applicant's position placement in the pay range will depend on various considerations, such as years of applicable experience and skill level."

Thank You!

We know your time is valuable and we thank you for applying for this position. Due to the high volume of applicants, only those who are chosen to advance in our interview process will be contacted. We sincerely appreciate your interest in Acentra Health and invite you to apply to future openings that may be of interest. Best of luck in your search!

~ The Acentra Health Talent Acquisition Team

Visit us at Acentra.com/careers/

EEO AA M/F/Vet/Disability

Acentra Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran or any other status protected by applicable Federal, State or Local law.