Manager of Customer Service Operations

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 Manager of Customer Service Operations to join our growing team.

Job Summary:

As the Manager of Customer Service Operations, this role is pivotal in overseeing day-to-day operations,

ensuring high-quality customer service and centralized support and administrative functions for

the centralized contact center. The Manager will lead key aspects of the centralized Business

Excellence team to support WFM, Reporting and Data Analytics, Training and Quality across all

contact center teams. The Manager will oversee and maintain a high standard of performance and

customer satisfaction, ensure all contract SLAs and KPIs are consistently met, serving a key

function in the company's operational excellence and client satisfaction.

Responsibilities:

• Collaborate with implementation teams, IT, and other relevant stakeholders to ensure the effective and efficient incorporation of additional service lines
• Determine work procedures, prepare work schedules, and expedite workflow to ensure all tasks are completed promptly and efficiently
• Build and expand professional relationships with internal and external customers, colleagues, and counterparts to foster a positive working environment and facilitate successful project outcomes
• Report on contract deliverables and internal contact center performance reporting on a regular and ad hoc basis
• Oversee work procedures, prepare work schedules, and ensure their workflow is expedited to meet the organization's demands
• Design and manage the contact center quality program across all contracts, ensuring contract requirements are met, utilizing technology and automation where possible
• Lead centralized training function for all contracts across the contact center and support all contractually required training as well as new hire and ongoing training efforts
• Evaluate and leverage automation and AI functionality to support efficient operations at the highest level of client satisfaction
• Ensure that all tasks are completed accurately and efficiently and that customer service standards are kept at the highest level
• Manage customer service and administrative functions to ensure the delivery of high-quality services within budgetary constraints
• Develop and implement strategic project plans to manage changes in Call Center systems and processes in response to Client-approved policy and procedure changes
• Ensure the Call Center stays current with industry trends and technologies
• Maintain a high standard of performance and customer satisfaction within the Call Center
• Read, understand, and adhere to all corporate policies including policies related to HIPAA and its privacy and security rules

Required Qualifications

• Bachelor's Degree in a related field or equivalent experience
• 5+ years of management experience in a healthcare or insurance call center environment
• 3+ years of experience in a contact center leadership role

Preferred Qualifications

• Possess a strong background in analysis and reporting
• Proficient in managing customer service through call center technologies and systems
• Skill in using MS Office and other relevant programs
• Demonstrate experience in planning and implementing projects
• Experience in leading quality and training efforts to continuously improve team member
• Experience in managing customer service, conflict resolution, and crisis de-escalation
• Strong focus on partnership and can develop and expand relationships with stakeholders internally and with clients where needed
• Adept in handling contract and provider relationships
• Respond promptly to customer needs, solicit feedback to improve service, and meet commitments
• Excellent written and oral communication skills
• Possess outstanding interpersonal skills
• Excellent organizational skills
• Independent and takes initiative
• Handle multiple priorities with varying deadlines

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.

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 https://careers.acentra.com/jobs

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, national origin, disability, status as a protected veteran or any other status protected by applicable Federal, State or Local law.

Compensation

The pay 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."

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