Customer Service Manager - (Remote) - North Carolina - Maryland, United States - 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. 

Position Summary

As a Customer Service Manager, you will play a pivotal role in overseeing the customer service and administrative operations to ensure contract deliverables are met within the stipulated budget. You will champion the values of mentorship, coaching, and training, empowering your team to excel in the case review process and uphold the highest standards of quality in meeting contractual commitments. Your role requires you to exercise independent judgment, drawing upon your extensive clinical knowledge, exceptional communication skills, and adept problem-solving abilities to manage complex situations effectively. This will guarantee superior outcomes for our clients, consistent with both payer requirements and client expectations.

In this role, you will act as the linchpin of collaboration, fostering seamless interaction among healthcare team members, both within our organization and with external partners. Develop strategic project plans to implement new business services related to area. Ensures compliance with all HIPAA, URAC and internal programs. Your leadership will be instrumental in bolstering our interdisciplinary team’s efforts, focused on compliance with contractual obligations, regulatory standards, and accreditation criteria.

Job Responsibilities:

• Monitors and supervises daily workload of customer and administrative service areas, ensuring performance standards are met. Reviews and analyzes work related data and makes workload adjustments accordingly.
• Monitors service calls to observe employee demeanor, technical accuracy, and conformity to company policies. Conducts internal quality monitoring activities monthly. …