United States onlyFollowing 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.
- Oversee the Workforce Management (WFM) Team and maintain the WFM Platforms utilized for forecasting and scheduling. Coordinate with the WFM team to balance call volumes and staffing needs.
- Appropriately forecast and account for growth due to variations and special events. Assist WFM Team with scheduling and staffing based on forecast predictions.
- Oversee the Help Desk (HD) team and maintain HD compliance for responding to inbound calls and email inquiries. Ensure HD completes appropriate documentation for internal tracking/trending. Responds to internal and external emails and escalations as necessary and as defined in procedures.
- Oversee the Training/Quality Team and maintain compliance for completing monthly training, audits, and reviews.
- Resolves escalated issues and addresses customer complaints. Researches and conducts root cause analysis and develops responses to effectively correct concerns.
- 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.
- Works collaboratively with implementation teams, IT, and others as identified to ensure effective and efficient incorporation of additional lines of service.
- Determines work procedures, prepares work schedules, and expedites workflow.
- Builds and expands professional relationships with internal and external customers, colleagues, and counterparts.
- Ensures customer service-related contract deliverables of all assigned contracts are met. Reports on contract deliverables on regular and ad hoc basis.
- Interviews, hires, and trains customer and administrative service staff. Oversees training and orientation process; responsible for performance management and development of staff.
- The list of accountabilities is not intended to be all-inclusive and may be expanded to include other duties that management may deem necessary from time to time.
Required Qualifications, Knowledge, Skills, and Experience:
- A Bachelor’s degree in business, healthcare, or related fields is preferred.
- A minimum of 3 - 5 years’ experience within a call center environment is required, including at least 1 year in a supervisory role; a background in healthcare or insurance is highly desirable.
- Proven experience in project planning and execution.
- A strong focus on building and enhancing partnerships; skilled in managing contract and provider relationships.
- Quick responsiveness to customer needs; actively seeks customer feedback to refine services; fulfills service requests and commitments promptly.
- A robust analytical skill set with a creative approach to problem-solving.
- Outstanding communication skills, both written and verbal.
- Exceptional interpersonal and organizational abilities.
- An independent and self-motivated individual who can juggle multiple priorities and meet varying deadlines with efficiency.
- Familiarity with call center technology, customer service management systems, and workforce management tools.
- Advanced proficiency in Microsoft Office applications (Word, Excel, PowerPoint, Access).
- Previous experience in a healthcare setting or medical contact center is an added advantage.
Singularly Focused. Mission Driven.
Accelerating Better Outcomes is our Mantra! We are mission-driven to innovate health solutions that deliver maximum value and impact.
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 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.
Compensation
The compensation for this role is $55,000 to $62,000 annual salary. Based on our compensation program, an applicant’s position placement in the pay range will depend on various considerations, such as years of applicable experience and skill level.
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.
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.
