Customer Service Representative Supervisor (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 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. This includes supervising, coordinating, and conducting performance reviews for employees engaged in customer service functions.

Key Responsibilities:

• Plan, prepare, and coordinate work schedules in line with budgets, workloads, and business needs
• Train staff in all aspects of contract requirements
• Aid staff in resolving issues and completing their work
• Monitor calls for Quality Assurance, review call center statistics, and inform management of performance compared to baseline standards
• Research provider questions on authorization status, submission issues, and general queries
• Track and record call data
• Make outbound calls to facilities, providers, or recipients as needed
• Initiate call transfers to clinicians and management staff
• Maintain ongoing updates to the Training Manual and related operational policies, ensuring staff is up to date
• Supply courteous and prompt service to all internal and external customers
• Prioritize and address requests and assignments professionally
• Ensure customer confidentiality is maintained
• Identify opportunities and recommend methods to improve service work processes and financial performance
• Assist with implementing quality improvement initiatives
• Assist in setting targets for individuals and teams
• Assist in hiring and onboarding new employees
• Respond to staff questions and provide feedback
• Devise ways to optimize procedures and keep staff motivated
• Measure performance using key metrics such as call abandonment and call waiting
• Ensure adherence to attendance policies and established procedures
• Inform management of issues and problems
• Prepare monthly/annual results and performance reports
• Conduct performance reviews of department employees …