Call Center Manager (Remote) - Acentra Health : Job Details

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 Health is looking for a Call Center Manager to join our growing team.

Job Summary: As the Call Center Manager, this role is pivotal in overseeing day-to-day operations, ensuring high-quality customer service and administrative functions.

Responsibilities:

• Collaborate with implementation teams, IT, and other relevant stakeholders to ensure effective incorporation of service lines
• Determine work procedures, prepare work schedules, and expedite workflow
• Build and expand professional relationships with internal and external customers
• Report on contract deliverables on a regular and ad hoc basis
• Oversee work procedures and ensure workflow is expedited to meet demands
• Maintain a high standard of performance and customer satisfaction
• Develop and implement strategic project plans to manage changes in Call Center systems
• Ensure the Call Center stays current with industry trends and technologies
• Read, understand, and adhere to all corporate policies including policies related to HIPAA and its Privacy and Security Rules

Required Qualifications

• Bachelor's Degree in a related field
• Minimum five years' management experience in a healthcare or insurance call center environment
• Availability to work from 9:00 AM to 5:00 PM (local time), Monday through Friday, with a rotating weekend schedule that includes one Saturday and one Sunday per month, as well as holiday coverage.
• Willingness to participate in a rotating on-call schedule, including evening hours after 5:00 PM on weekdays, weekends when not scheduled to work, and holiday on-call coverage.

Preferred Qualifications

• Experience with the Genesys telephony platform
• 2+ years of experience with workforce management
• Strong background in analysis and reporting
• Proficiency in managing customer service through call center technologies and systems
• Experience in planning and implementing projects
• Ability to develop and expand professional relationships

We are a team of experienced leaders, clinicians, technologists, and industry professionals who are redefining healthcare expectations. State and federal healthcare agencies, providers, and employers rely on us as a vital partner to improve healthcare and health outcomes.

We do this through our people. You will have meaningful work that genuinely improves lives across the country. We care about our employees and provide the tools and support needed to excel in your career.

Our benefits include comprehensive health plans, paid time off, retirement savings, wellness programs, educational assistance, discounts, and more.

The pay range for this position is USD $60,000.00 - USD $88,000.00 per year. Compensation depends on experience and skills.

We appreciate your interest. Only selected candidates will be contacted for interviews. We invite you to apply for future openings and wish you success in your job search.

~ The Acentra Health Talent Acquisition Team

Visit us at Careers - Acentra Health

EEO AA M/F/Vet/Disability

Acentra Health is an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, national origin, disability, or veteran status.