CNSI and Kepro are now Acentra Health!  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 Call Center Support Coordinator to join our growing team.

Job Summary:

The Call Center Support Coordinator will be responsible for delivering exceptional customer service through telephone and email channels, supporting both internal and external customers. This role is essential in ensuring effective communication, accurate information exchange, and maintaining smooth call center operations.

Job Responsibilities:

Provide support and fulfill information requests via phone calls and emails for internal requests Monitor and assist the internal Customer Service Representative (CSR) call queue, handling inbound calls as needed Document all calls and queries to track and identify trends Manage high call volumes within designated queues Assist supervisors in responding to internal emails and escalate issues according to established procedures Handle the TTY line queue and transfer calls to the appropriate department for appeals, when necessary Document, track, and log any workflow discrepancies, ensuring accurate workflow measurement Resubmit failed medical record requests to facilities and plans Research and validate CSR errors and provide feedback to the leadership team Participate in weekend and evening shift rotations to ensure adequate coverage Conduct call quality audits of CSR's recorded phone calls Participate in monthly call quality calibration sessions with leadership