Call Center & Relations Supervisor

Acentra Health-posted 3 months ago
$49,840 - $60,000/Yr
Full-time • Mid Level
Cheyenne, WY
5,001-10,000 employees
Ambulatory Health Care Services
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Acentra Health is currently looking for a Call Center & Relations Supervisor to join our WY state project! As the Call Center Lead, you will drive and direct the performance and behaviors of the team. The Lead reports to the Call Center & Relations Manager and develops Call Center Representatives, creates and maintains an environment of open communication, and leads by example. The Lead also forges solid relationships and empowers team members, laying the foundation for a high performing team. The position is onsite and located in Cheyenne, Wyoming.

  • Use the reporting capabilities of the telephony system to review call volume and staffing to verify that performance meets or exceeds commitments
  • Act as an escalation point of contact
  • Conduct in-process quality review checks to ensure that call center staff are in conformance with the operational procedures for resolving member inquiries
  • Responsible for supervising daily performance of call center representatives; coach and develop team members in all aspects of performance including but not limited to metrics and behaviors related to the customer experience
  • Conduct performance evaluations, may assist in the employment decision, sets performance goals and objectives; manage employee issues regarding attendance, performance, conduct, and delivers appropriate corrective action as needed
  • Communicate policy updates and company information through team meetings, huddles and one-on-one development sessions
  • Make sure correct procedures are followed and routinely give directions to call center representatives on what to do and how to improve
  • Assist representatives in dealing with customer concerns by stepping in, offering advice, or authorizing a special adjustment
  • Schedule Call Center Representatives to ensure adequate coverage. Document all coaching/development sessions, utilizing designated tools, in a timely manner. Interact with cross-functional support groups in order to manage the day-to-day operations
  • Other duties as assigned
  • Read, understand, and adhere to all corporate policies including policies related to HIPAA and its Privacy and Security Rules
  • High School diploma or GED
  • A minimum of 3 years of relevant work experience in a call center environment
  • A minimum of 2 years of experience with public health plans (or general health plan) and basic knowledge of billing/claims and healthcare policy
  • Experience or knowledge of institutional provider settings, including hospitals, nursing homes, or similar healthcare facilities
  • Ability to work a flexible schedule to meet the needs of the business and performance requirements
  • Work cooperatively and collaboratively with all levels of employees, management, and external agencies to maximize performance, creativity, problem solving, and results
  • Supervisory or lead experience
  • Bilingual English/Spanish speaking a plus
  • Knowledge of management principles and familiarity with company policies
  • Excellent problem-solving skills
  • Strong verbal and nonverbal communication skills
  • Ability to manage multiple communication channels simultaneously
  • Ability to accurately document and record information
  • Comprehensive health plans
  • Paid time off
  • Retirement savings
  • Corporate wellness
  • Educational assistance
  • Corporate discounts
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