Call Center and Relations Supervisor

$41,400 - $65,000/Yr

Acentra Health - Cheyenne, WY

Full-time - Mid Level

Cheyenne, WY

About the position

The Call Center & Relations Supervisor at Acentra Health is responsible for leading and directing the performance of the call center team in Cheyenne, Wyoming. This role involves developing team members, ensuring adherence to operational procedures, and fostering a high-performing environment through effective communication and coaching. The supervisor acts as an escalation point for customer inquiries and is integral in maintaining quality service and operational efficiency.

Responsibilities

• Drive and direct the performance and behaviors of the call center team.
• Act as an escalation point of contact for customer inquiries.
• Conduct in-process quality review checks to ensure compliance with operational procedures.
• Supervise daily performance of call center representatives and coach them on performance metrics.
• Conduct performance evaluations and assist in employment decisions.
• Communicate policy updates and company information through team meetings and one-on-one sessions.
• Ensure correct procedures are followed and provide directions to representatives.
• Assist representatives in resolving customer concerns and authorizing special adjustments.
• Schedule Call Center Representatives to ensure adequate coverage.
• Document coaching and development sessions in a timely manner.
• Interact with cross-functional support groups to manage day-to-day operations.

Requirements

• High School diploma or GED.
• Minimum 5 years of work experience in a related call center lead role.
• Experience with public health plans and knowledge of billing/claims and healthcare policy.
• Ability to work a flexible schedule to meet business needs.
• Knowledge of management principles and familiarity with company policies.

Nice-to-haves

• Bilingual English/Spanish speaking is a plus.

Benefits

• Health insurance
• Paid time off
• Tuition reimbursement