Customer Service Representative Supervisor (Remote)

Following a 2022 merger of CNSI and Kepro, Acentra Health combines clinical services, technology solutions, and data analytics to accelerate better health outcomes. This is a great time to join our team of passionate individuals working together to pursue the most effective solutions to today’s complex healthcare challenges. Our culture is fueled by passion and driven by purpose.

Customer Service Supervisor (Remote)

• Are you an experienced Customer Service Supervisor looking for a new challenge?

• Are you looking to join a team that ensures a collaborative and inviting culture where everyone can thrive?

If so, you might be our next new team member!

Who we need:

The Supervisors work directly with the Customer Service Representatives and serve as the day-to-day managers and mentors to ensure adherence to quality and timeliness SLAs.

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.

Singularly Focused. Mission Driven.

Accelerating Better Outcomes is our Mantra! We are mission-driven to innovate health solutions that deliver maximum value and impact.

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 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.

What you’ll do:

• 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 Kepro policy.
• 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.

What you’ll need:

Required Qualifications

• Associate degree preferred or equivalent experience.

Knowledge, Skills, Abilities

• 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.

Experience

• 4+ years of experience in a call center environment.
• 1+ years experience in a supervisory role preferred.
• Experience in a healthcare or insurance environment strongly preferred.

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

EOE 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.

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Last updated on Oct 10, 2023