Contact Center, Supervisor

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 Contact Center Supervisor to join our growing team.

Job Summary:

The Contact Center Supervisor is responsible for overseeing daily operations of the contact center team to ensure exceptional customer service delivery, efficient workflow, and achievement of performance targets. This role involves becoming a knowledge expert to effectively coachand developteam members, monitoring key metrics to ensure all KPIs are achieved, and implementing process improvements to enhance customer satisfaction and operational effectiveness. They may support multiple clients and enter project-specific information.

Responsibilities:

• Lead a team of contact center agents, providing guidance, support, and performance feedback focused on continuous improvement.
• Monitor contact center metrics (e.g., call volume, response time, customer satisfaction) and focus on team performance improvement to ensure service level agreements are met.
• Support centralized Business Excellence team in the plan, preparation, coordination and roll out of work schedules in line with budgets, workloads, and business
• needs.
• Handle escalated customer inquiries and resolve complex issues with professionalism and urgency.
• Support customer service representatives addressing structured clinical and operational questions, issues, and problems from all clients to establish a knowledge base and create process/training materials.
• Monitor daily performance to identify training needs and assess the success of recent training, whether for a single representative, a specific process, or all clients.
• Conduct new hire training and cross-training on systems, processes, and criteria review for all clients.
• Support Acentra Health contact center new hire training and onboarding, for specific contracts and cross-contract support.
• Dedicate time to monitoring representatives and providing feedback on monitoring outcomes to improve performance.
• Research provider questions on authorization status, submission issues, and general queries.
• Ensure compliance with company policies, procedures, and regulatory requirements.
• Track and manage attendance, schedule adherence, and time-off requests to maintain adequate staffing levels.
• Lead by example in delivering high-quality customer service and promoting a positive team culture.
• Facilitate ongoing training and development programs to enhance agent skills and knowledge.
• Support change management initiatives and communicate updates effectively to the team.
• Read, understand, and adhere to all corporate policies including policies related to HIPAA and its Privacy and Security Rules.

The list of accountabilities is not intended to be all-inclusive and may be expanded to include other education- and experience-related duties that management may deem necessary from time to time.

Required Qualifications

• High school diploma or equivalent; associate or bachelor’s degree
• 2 years of experience in a contact center, customer service, call center, or member services environment.
• 2 years of experience handling escalated customer inquiries and resolving complex customer service issues.
• 2 years of experience using contact  center software and CRM systems and Microsoft Office applications, including Excel, Word and PowerPoint.
• 1 year of experience supervising, leading, coaching, or mentoring employees in a contact center or customer service setting.
•  1 year of experience leading small projects or initiatives, including planning, execution, and reporting.
• Flexibility to work various shifts, including evenings and weekends if required.
• 1 Year of experience in reviewing prior authorizations 
• Proficiency in Ability to analyze data and make informed decisions.
• Excellent problem-solving and conflict-resolution abilities.
• Strong leadership, communication, and interpersonal skills.

Preferred Qualifications

• Strong organizational skills with the ability to manage multiple priorities effectively.
• Deep understanding of customer service principles and commitment to delivering exceptional experiences.
• Comfortable navigating and leading through organizational change.
• Understanding of industry regulations (e.g., HIPAA) and how they apply to contact  center operations.
• Fluency in multiple languages is a plus, especially Spanish

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 interest. Best of luck in your search!

~ The Acentra Health Talent Acquisition Team

Visit us at https://careers.acentra.com/jobs

EEO 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, national origin, disability, status as a protected veteran or any other status protected by applicable Federal, State or Local law.

Experience in Lieu of Degree

For non-clinical roles, or when not required by the contract specifically, the Company acknowledges that practical, hands-on experience can provide skills and competencies equivalent to formal education. As such, in cases where a Bachelor's degree may be required, the Company will accept a minimum of six (6) years of directly relevant professional experience in lieu of a degree. In instances where the candidate has an Associate's degree, the Company will accept a minimum of three (3) years of directly relevant professional experience in lieu of the Bachelor's degree.

Compensation

The pay range for this position is listed below. 

“Based on our compensation philosophy, an applicant’s position placement in the pay range will depend on various considerations, such as years of applicable experience and skill level.”