Customer Service Supervisor - SCA (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 Health 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, ensuring quality customer service and support for clients and staff.

Responsibilities:

• Assists in the training of customer service staff and conducts customer service staff performance management sessions.
• Monitors and supervises daily workload of customer service areas, ensuring performance standards are met.
• Reviews phone data to monitor the customer experience and representatives statistics in order to maintain appropriate criteria.
• Monitors service calls to observe employee demeanor, technical accuracy, and conformity to company contract policies.
• Conducts internal quality monitoring activities.
• Answers questions and recommends corrective action to address customer complaints within contract guidelines and Acentra Health policies.
• Communicates and follows up to ensure representatives are fully informed of all new information related to products, procedures, customer needs and company related issues, changes or actions.
• Assists in determining work procedures, work schedules, and expedites workflows.
• Consults with management staff on complicated or complex unresolved issues or precedent setting decisions.
• Ensures customer service related deliverables of all assigned contracts are met.
• Read, understand, and adhere to all corporate policies including policies related to HIPAA and its Privacy and Security Rules.

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.

Required Qualifications

• Minimum of an Associate's Degree from an accredited institution.
• 4+ years of experience in a call center environment.
• Medical terminology knowledge is required.
• One year of experience in a supervisory role.
• ACD phone systems knowledge required.

Preferred Qualifications

• Bachelor's Degree preferred
• Proficient in Microsoft Excel and other Microsoft Office applications.
• Excellent organizational and multi-tasking skills.
• Experience in a healthcare or insurance environment.
• Bilingual preferred
• Ability to prioritize tasks, manage workloads, and meet deadlines.
• Exceptional writing and oral communication abilities.
• Ability to collaborate effectively with team members.
• Ability to identify and resolves problems in a timely manner, gather and analyze information skillfully, work well in group problem solving situations and maintain a calm demeanor in difficult situations
• Adept at dealing with contract and provider relationships.
• Customer service focused. Able to respond promptly to customer needs; solicit customer feedback to improve service; respond to requests for service and assistance; and meet commitments.
• Speaks clearly and persuasively in positive or negative situations; listens and obtains clarification.
• Contributes to building a positive team spirit.
• Knowledge of Microsoft applications (Word, Excel, PowerPoint, Outlook)
• Proficient in call center technologies/customer service management systems.

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.

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 Health

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.

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."