Call Center & Relations Supervisor

Company Overview

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 & Relations Supervisor to join our growing team.

Job Summary:

As the Call Center & Relations Supervisor, you will be responsible for driving the performance and development of the Call Center Representatives. Reporting to the Call Center & Relations Manager, you will foster an environment of open communication, lead by example, and empower team members to achieve high performance.

Position is onsite and located in Cheyenne, Wyoming.

Responsibilities:

• Use the reporting capabilities of the telephony system to review call volume and staffing to verify that performance meets or exceeds commitments
• Act as an escalation point of contact
• Conduct in-process quality review checks to ensure that call center staff are in conformance with the operational procedures for resolving member inquiries
• Responsible for supervising daily performance of call center representatives; coach and develop team members in all aspects of performance including but not limited to metrics and behaviors related to the customer experience
• Conduct performance evaluations, may assist in the employment decision, sets performance goals and objectives; manage employee issues regarding attendance, performance, conduct, and delivers appropriate corrective action as needed
• Communicate policy updates and company information through team meetings, huddles and one-on-one development sessions
• Make sure correct procedures are followed and routinely give directions to call center representatives on what to do and how to improve
• Assist representatives in dealing with customer concerns by stepping in, offering advice, or authorizing a special adjustment
• Schedule Call Center Representatives to ensure adequate coverage. Document all coaching/development sessions, utilizing designated tools, in a timely manner. Interact with cross-functional support groups in order to manage the day-to-day operations
• Other duties as assigned
• Read, understand, and adhere to all corporate policies including policies related to HIPAA and its Privacy and Security Rules

Qualifications

Required Qualifications

• High School diploma or GED
• 3+ years of customer service experience
• 1+ years of call center environment experience
• Ability to work a flexible schedule to meet the needs of the business and performance requirements

Preferred Qualifications

• Work cooperatively and collaboratively with all levels of employees, management, and external agencies to maximize performance, creativity, problem solving, and results
• Experience with public health plans (or general health plan) and basic knowledge of billing/claims and healthcare policy
• Supervisory or lead experience
• Bilingual English/Spanish speaking a plus
• Knowledge of management principles and familiarity with company policies
• Excellent problem-solving skills
• Strong verbal and nonverbal communication skills
• Ability to manage multiple communication channels simultaneously
• Ability to accurately document and record information

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…