Company Overview 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. Job Summary and Responsibilities Acentra Health is looking for a Customer Service Supervisor to join our growing team. Job Summary: Are you a leader with a passion for delivering exceptional customer service? As a Customer Service Supervisor, you will play a key role in leading and managing our Customer Service Contact Center team. Your leadership will be instrumental in overseeing daily operations, ensuring service excellence, and driving team performance to meet and exceed contract deliverables. In this role, you will be responsible for coaching and mentoring staff, optimizing workflows, and fostering a positive, customer-focused culture. Your ability to enhance customer satisfaction, maintain high-quality standards, and drive operational efficiency will make a direct impact on both our team and the clients we serve. If you thrive in a fast-paced environment, excel at problem-solving and team leadership, and are committed to delivering outstanding customer service experiences, we invite you to join our team and make a meaningful difference! Job Responsibilities: Develop and manage work schedules that align with budget, workload, and business needs to ensure optimal team efficiency. Train and mentor staff on contract requirements, policies, and best practices to ensure compliance and high service standards. Provide hands-on support, assisting staff in resolving issues and completing tasks efficiently. Monitor and evaluate calls for Quality Assurance, analyze call center performance metrics, and provide management with insights and recommendations for improvement. Respond promptly to provider inquiries regarding authorization status and submission issues, ensuring timely and accurate resolutions. Track, document, and analyze call data to identify trends, areas for improvement, and operational efficiencies. Make outbound calls to facilities, providers, and recipients as needed to support service delivery and resolve concerns. Maintain and update the Training Manual and operational policies to reflect ongoing changes and improvements. Deliver courteous, professional, and prompt service to both internal and external customers while upholding company values. Ensure strict compliance with confidentiality policies, protecting sensitive customer and company information. Support the implementation of quality improvement initiatives, driving operational excellence and service enhancements. Prepare and present monthly/annual performance reports, summarizing key metrics and progress toward business objectives. Conduct performance evaluations for department employees, providing constructive feedback and coaching to drive professional growth and high performance. Qualifications Required Qualifications, Skills, Knowledge, and Experience: High school diploma required; college degree or professional training preferred. 3-5 years of experience in a call center environment, preferably within healthcare. Strong knowledge of medical terminology is required. Experience with ACD phone systems is essential. Preferred Qualifications: Proficiency in Microsoft Excel and other Microsoft Office applications. Strong organizational and multi-tasking skills, with the ability to handle multiple priorities effectively. Excellent time management abilities, including the ability to prioritize tasks, manage workloads, and meet deadlines. Exceptional written and verbal communication skills, with the ability to convey information clearly and professionally. Proven ability to collaborate effectively with team members, leadership, and stakeholders to drive success. 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 nationwide. Our company cares about our employees, giving you the tools and encouragement, you need to achieve the finest work of your career. 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 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. 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. Compensation The compensation for this role is $47,000.00 - $65,000.00 annual base 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. #LI-JS1 Pay Range USD $47,040.00 - USD $73,500.00 /Yr.