Customer Service Supervisor - (Hybrid Role in Elkridge, MD)

 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 Overview

At the heart of our customer service excellence, the Customer Service Supervisor stands as a vital pillar, orchestrating the synergy of our operations. This role is more than supervisory; it's about being a visionary leader and mentor to our Customer Service Representatives. By championing strict adherence to our rigorous quality and timeliness Service Level Agreements (SLAs), the Supervisor ensures our team not only meets but surpasses our standards. More so, this position is instrumental in nurturing a culture of unparalleled excellence and continuous professional development.

As a Customer Service Supervisor, you're not just overseeing operations; you're crafting the future of customer service excellence and team growth, making an indelible mark on our organization and the communities we serv

Job Responsibilities

• Quality Assurance and Monitoring: Regularly review service calls to assess employee performance in terms of demeanor, technical accuracy, and adherence to company policies and contract stipulations. Lead internal quality assessment initiatives.
• Problem Resolution and Customer Satisfaction: Address customer complaints efficiently, adhering to contract guidelines and company policies, and recommend effective solutions.
• Communication and Information Dissemination: Ensure that all team members are updated with the latest information regarding products, procedures, customer requirements, and any changes within the company.
• Workflow Management: Assist in establishing work procedures, scheduling, and workflow optimization to enhance efficiency.
• Complex Issue Consultation: Collaborate with management on intricate or unprecedented issues requiring decisive judgment.
• Contractual Compliance: Guarantee that the customer service aspects of all assigned contracts are fulfilled.
• Team Building: Play a key role in fostering team unity and a culture of positivity.
• Relationship Management: Skilled in handling contract negotiations and maintaining positive relationships with providers.

Required Qualification, Knowledge and Skills

Essentials for Success

• Minimum 4 to 5 years in a Call Center environment, with a minimum of 1 year in a supervisory capacity.
• Preference for candidates with a background in healthcare or insurance.
• Associate degree is preferred, though significant experience can serve as a substitute.
• Exceptional ability to quickly identify issues, analyze data, and develop collaborative solutions, maintaining professionalism under pressure.
• Demonstrated commitment to addressing customer needs promptly, encouraging feedback to refine services, and meeting service commitments.
• Well-versed in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and familiar with call center technologies/customer service management platforms.
• Excellent verbal and written communication skills, capable of clear and persuasive dialogue in all situations, with active listening and clarifying questions as necessary.

Nice to Haves

• Completion of medical terminology courses.
• Familiarity with medical terminology and prior experience in the health insurance sector.
• Bilingual abilities in Spanish and English are advantageous.

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 $22.00 to $23.00 per hour. 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!

~ The Acentra Health Talent Acquisition Team