Call Center & Relations, Supervisor

Acentra Health, LLC•Cheyenne, WY

5d•Onsite

About The Position

Acentra Health is seeking a Call Center Supervisor to lead an assigned call center team and serve as the subject matter expert for Professional provider processes and policies. The role requires knowledge of Professional claims, healthcare policy, and member benefits, and translates complex requirements into clear, accurate, and consistent guidance for staff, providers, leadership, and other stakeholders. The supervisor oversees day-to-day team performance, development, and operations, ensuring representatives meet customer service, quality, productivity, schedule adherence, compliance, and service-level expectations. The position handles escalated customer and provider issues, monitors performance and trends, supports training and process improvement, and provides operational and client-facing backup to the Manager as assigned. This is an on-site position in Cheyenne, Wyoming.

Requirements

High school diploma.
At least three years of call center or customer service experience.
Demonstrated experience leading, coaching, mentoring, or supporting employee performance.
Experience with Medicaid programs and healthcare policy, preferably Wyoming Medicaid.
Working knowledge of healthcare claims and provider processes, including claim submission requirements, claim errors, member benefits, and claim resolution.
Ability to research and interpret policies, procedures, contracts, and operational guidance and communicate requirements clearly and accurately.
Ability to manage escalated or complex customer and provider issues using sound judgment and effective de-escalation techniques.
Ability to analyze quality and performance results, identify trends, and determine appropriate follow-up actions.
Ability to manage multiple priorities and deadlines in a fast-paced call center environment.
Proficiency with Microsoft Office applications, including Excel, and ability to learn call center and customer service systems.
Strong written and verbal communication, problem-solving, organizational, and decision-making skills.
Strong attention to detail and commitment to accuracy, consistency, confidentiality, and compliance.

Nice To Haves

Bachelor’s degree or equivalent combination of education and experience.
One or more years of supervisory, lead, or comparable leadership experience in a call center.
Experience with Genesys Cloud, CRM systems, or similar contact center platforms.
Advanced Excel skills, including reporting, data analysis, and interpretation of performance results.
Experience researching and interpreting complex contract language, healthcare policies, and operational guidance to resolve complex issues.
Experience developing or maintaining job aids, procedures, training materials, or knowledge resources.
Experience supporting new-hire training, cross-training, coaching, or employee development.

Responsibilities

Lead and support call center representatives, promoting consistent performance, accountability, and adherence to standards.
Manage employee performance through coaching, quality reviews, evaluations, goal setting, development planning, recognition, and corrective action.
Address attendance, schedule adherence, performance, and conduct concerns in accordance with company policies and procedures.
Monitor daily operations, including service levels, queue activity, staffing and coverage, schedule adherence, attendance, quality, productivity, and customer experience.
Identify performance trends, operational risks, and service gaps, escalating concerns to management as appropriate.
Manage escalated and complex calls, resolve customer and provider concerns, and document complaints.
Serve as the subject matter expert for Professional provider processes and policies, providing clear and consistent guidance.
Maintain knowledge of Professional claim processes, submission requirements, claim errors, member benefits, healthcare policies, and claim resolution.
Research and interpret contracts, policies, procedures, and operational guidance to resolve complex issues and ensure consistent application.
Analyze quality, survey, and performance results to identify coaching needs, training opportunities, recurring issues, and improvement areas.
Prepare and communicate operational and performance reports, including trends, risks, findings, and recommended actions.
Partner with Training and operational leadership on new-hire training, cross-training, refresher training, and employee development.
Develop and maintain job aids, procedures, and reference materials.
Identify, recommend, and implement approved process improvements to enhance efficiency, quality, employee performance, and customer and provider experience.
Provide operational support and client communication as backup to the Manager, as assigned.
Monitor adherence to corporate policies, contractual requirements, and regulatory requirements, including HIPAA Privacy and Security requirements, and address or escalate concerns.